NEXTCAPITAL / FEATURE IMPROVEMENT
Money Movement Feature
Role: Lead Designer - Design Facilitation / Visual Design / Prototyping .
Project Date: May 2021 - Sep. 2021
Problem
Users of a retirement planning application were unable to withdraw and deposit money in their account without assistance from customer support. Calls to transfer funds made up 50% of support calls and the process was long and required an increase in workforce to handle them.
The Process
Through a series of design thinking activities we determined the business goals, user pain points, and needs. We began with completing competitive analysis research and developing the persona for the feature, which was presented to our partner. We then worked with our partner to understand the user pain points through a design thinking activity called “Doing, Thinking, Feeling,” which helped us determine what we wanted to focus on and how we would measure success of the feature. Through close collaboration with our internal teams and partner we created wireframes and began development of an initial prototype for user testing. We then gathered users based on persona demographics and performed a cognitive walk-through of the prototype to gather feedback. After completing testing we began another round of prototyping incorporating the testing feedback and presented to the partner for final review and sign off.
Learnings/Findings
Users relied on previous experience with similar features in other application to complete tasks
Users were concerned about security of information