Challenge
This Australian bank had no easy way for small business customers to easily purchase and receive payment terminals.
While this project seemed straight forward, bringing it together required six teams to align on the problem space.
How might we help small business customers order and receive payment terminals faster?
How might we help small business customers order and receive payment terminals faster?
Expertise provided
- HCD Program Facilitator
- Service Design
Approach
Are we building the right thing?
During the first phase of the project we spent time aligning on the project with the various stakeholders and teams.
We then interviewed small business owners who had recently been through this journey to unpack the specific journey steps.
Our customer journey map identified specific points in the journey as well as pains, gains and opportunities for design (HMW).
Are we building the thing right?
Over various workshops, the core team worked through various lo-fi concept ideas and finally arrived at concept that met customer needs and also the needs of business.
The concept was worked up into an ideal state journey and presented to the stakeholders.
Note: This project was then handed over to a UI team who created the detailed designs and screens.
Frame
Kick off sessions to align on the problem space
Stakeholder sessions
Empathise + Discover
Desk research and comp analysis
User interviews
Define
Insights report
Customer journey map
Ideate
Workshop (ideal state)
Workshop (release one)
Prototype
Concepting
Test + Refine
Concept socialisation (feedback)
Frame
Kick off sessions to align on the problem space
Stakeholder sessions
Empathise + Discover
Desk research and comp analysis
User interviews
Define
Insights report
Customer journey map
Ideate
Workshop (ideal state)
Workshop (release one)
Prototype
Concepting
Test + Refine
Concept socialisation (feedback)
Outcome
The project helped customers of this bank easily order payment terminals, saving the business money on customer service resources.