Exploring new payment options for customers

Discovering the impact of changing payment options and introducing Open Banking for a leading financial services provider.

Overview and Goal

I ran a 4 week agile sprint, customer journey mapping, designing prototypes in Axure and usability testing with eye tracking technology to understand the impact of updating the payment options and the inclusion of Open Banking on their customers.

Outcomes

A synthesised report on the research findings was presented to executives, who decided to implement the solution incrementally to minimise the impact on the customers’ experience and minimise the cost of increased calls to the call centre.

My role
Customer Experience Designer and Project lead

Tools
Axure
Tobii eye tracking technology
Smaply
MIRO

Year
2019

Project

This project involved starting with three days of customer journey mapping the as is and to be journeys which I led with clients and SMEs from the business.
The project team consisted of user interface designers, client journey experts, call handlers from the call centre and members of the risk and legal team to name a few. As this was a large project team, one of the challenges was scheduling time for the customer journey mapping workshops with the client and the experts.

Following the journey mapping, a decision was made to test the new sale and sub sale journeys.

I created a mobile and desktop prototype for each of the journeys using Axure. I then coordinated with a recruitment agency who worked to find us new and existing customers across two locations.

With the use of eye tracking technology, I conducted user testing with fifteen participants over three days and two locations. Following that I wrote a report that provided a high level summary of the research and then provided each finding in more detail as required.

Key learning and takeaways

  • Agree on the scope of the deliverables before kicking off the customer journey mapping activities, to save time and resources.

  • When presenting to a board of executives, make the executive summary of your report punchy and impactful.