Personal data - feature development
Human-centred research & design thinking
As a member of a centralised Human-Centred Design team at a retail Bank, I supported multiple teams with research and user-centric processes. This case study demonstrates how I worked a team of business analysts to improve and scale up existing customer features regarding personal data.
My role: customer research, business process and customer journey mapping, design propositions, prototypes and testing.
The challenge
Current personal data features were fragmented across the business and not joined up, causing rework and inconsistencies across the business, as well as inconsistent experiences and frustration for the customer. We aimed to centralise the experience for the user, investigate the business processes and explore opportunities of improvement.
F2F interviews
Formative research for the discovery phase to gather attitudes.
Card sorting
To gather insights of people’s mental models.
Prototyping
User journey propositions and iterations.
Usability studies
Capturing behavioural data from prototypes and feature iterations.
Research analyses
Coding of qualitative data and user testing metrics; infinity mapping.
Reporting
PDF reports and oral presentations back to the wider teams.
Journey mapping
For various purposes: ‘as is’ process flows; propositions to validate with stakeholders; team consent; gradual learnings.
