Post critique of low fidelity prototype in process
Journey map for use in ethnography
Affinity mapping a user testing session
1 —
Agile Design Sprints
The Process: Sprints
Right after a Google Venture Design sprint, we hit the ground running iterating on the prototype from the design sprint and the user feedback. We worked in Agile weekly sprints which allowed for easy pivoting and quick iterations. Included in these weekly sprints were user research and user testing sessions. To say coming up with a final solution was an easy process would be a lie. There were many pivots along the way where our solution needed to change based on new information gathered from users and stakeholders.
What I Contributed: Determination & Ideas
As a UX researcher and designer, I conducted primary and secondary research to make informed design decisions. Each roadblock I faced with determination and a continual focus on the users.
What I Learned: Critique & Iteration
I quickly learned how much thoughtful consideration needs to go into creating the best user experience. I learned how to critique and receive feedback which is essential to the design process.
2 —
User Testing Sessions
The Process: User Testing
I was introduced to the importance of user testing and research. Three user testing sessions were conducted throughout the four months with a total of 20 participants.
What I Contributed: Analytical Approach & an Open Mind
I prepared each interview and analyzed the results afterward. These findings were then used to iterate on our design and address any false assumptions made.
What I learned: Interview, Analyze and Validate
I learned all about how to conduct user interviews, how to analyze results in an unbiased way, and how to collect the correct information to validate or invalidate assumptions.
3 —
Interdisciplinary Collaboration
The Process: Collaborative Teamwork
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1 Project Owner
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1 Project Lead
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2 Data Engineers
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4 Developers
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3 UX Designers/ Researchers (myself included)
Working as part of a diverse team has taught me how to collaborate effectively with others.
What I learned:
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Hard and soft feedback
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Stakeholder transparency
Solution
Scotiabank Product Design
By the end of the four months, we were able to present the functional minimal viable digital product to stakeholders and the entirety of Scotiabank Digital Factory in Toronto. This solution leveraged Scotiabank's existing partner network by improving connections with those partner networks and providing them with a solution to improve the retention of existing customers. The solution incorporated an onboarding experience that captured customers' needs and wants and allowed the customer to be in control of the information they received. The solution is tailored to the customer by leveraging customer information held by the bank.
Customer Retention
Our client came to us with the task of creating a solution to retain a specific group of Scotiabank customers.
Lack of Awareness
It was proposed that a lack of awareness from existing customers contributed to the loss of customers.
Incorrect Targets
The client proposed that a combination of targeting the wrong audience at the wrong time contributed to the loss of these customers which was confirmed during the design process.
Timeline
01.19 - 04.19
Team
Scotiabank Factoy U + Digital Factory
Clients
Scotiabank
My Role
UX designer + UX researcher
Scotiabank Product Design
An application for Scotiabank to retain a specific group of customers
For confidentiality purposes, specific project details are not included.
To gain access to more project details an NDA will be required to be signed during an interview process.
Agile Design Process
Working in an agile setting allowed for rapid iteration, testing and feedback
This project came up a lot to be implemented and is still being discussed 3 years later. It is an amazing product.
Former UX Designer at Scotiabank