My Role
UX/UI Design
Research
Service Blueprint
User Testing
Duration
12 weeks
Tools
Figma
Illustrator
Photoshop
Project
Group
Academic
Bank Branch Experience
This was a thorough 12 week - Group UX research project. Our mission was to create less stressful customer experience at bank branches.
All Projects
Chosen Space
Our team chose bank branches as the urban space, especially Bank of America.
Design Challenge
How might we transfer "private vs public" experiences within urban space?
Methods
Currently, people with few financial knowledge who need to go to a bank branch for a personal banking task experience inefficiencies.
Problem Statement
Persona / Scenario
.jpg)
Solution - Digital Receptionists
Initial Research
To familiarize myself with the domain, I reviewed white papers, reports and listened to some podcasts. Among them, this fact caught my attention that due to Covid-19, the demand of digital experience is increasing, but the users are not really getting involved with it. I shared the insights with my teammates and we conducted lean canvas to generate research objectives.
Stakeholder / Expert
Interview
Based on the secondary research and field research, we brainstormed our assumptions and classified them into 3 research objectives, which are "Covid Impact", "Customer Experience", "Channels". After the interview with the stakeholders, we verified that customers experienced low efficiency in branches.
Contextual Inquiry
Customer Interview
Through the interviews, we found out that Covid doesn't affect customers directly.
And, they don't have any problems with the app.
Key Insights
Service Blueprint
User Testing
Since the amount of tasks was a lot and we all had different schedules, we sometimes assigned each person a different task. This seemed ok, but later on, I found out that we were not on the same page. Depending on the things, we had to be careful when to split the tasks. Especially, if it’s one of the key milestones, we should try to work on it together with discussion. Otherwise, it can make cognitive differences between members. As for communication, I learned that retrospective is a great tool to facilitate communication within groups and make adjustments accordingly.
Regarding research, one thing that stood out was conducting great interviews is very hard. I have to be very careful to create interview questions with clean languages and few subjective words so that results can become less biased. During the interviews, I should pay my attention to adjectives, and what to say in order to help them direct their attention to specific areas naturally. Another thing was that the latter part of interviews are mostly about verification process to see if our hypotheses are correct.