Emily Fishbaine

Challenge

Our client’s existing offering to financial institutions was a suite of applications that allow them to process debit and credit transactions. This complex system was difficult to use, highly inefficient, and didn’t reflect the way customers use their cards. The goal was to reimagine and unify those siloed enterprise applications to create a system for customer- centric credit and debit card processing and troubleshooting.

Approach

Our team conducted an 8-week discovery phase with a focus on stakeholder workshops and interviews, working with more than 25 client stakeholders and subject matter experts. Following that we conducted in-depth interviews with users at more than 24 financial institutions across the US in order to map the overall system, understand user needs and pain points, and map user journeys for key workflows. Following that, we collaborated closely with the design team and conducted concept and usability testing at regular intervals throughout the design phase. 

Outcomes

Through research, we were able to uncover user needs and insights to guide and support design decisions. The team produced high-fidelity designs that fueled the product backlog. We were able to rely on research findings to create buy-in when presenting designs to the client, and build goodwill and excitement with our client’s clients by involving them in the research process.