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Overview
Solo UX / UI Designer
Project designed in partnership with my course and the brand.
Problem Statement
Construct 4 different digital ecosystems to integrate with the brand's already existing products or create new ideas.
- Digital ideas
- Channels of contact with customers
- At least 3 concepts
Solution
4 ecosystems designed with the user in mind: 3 apps and one website, to satisfy customers' needs efficiently and easily.
Define
Defining the problem
With the briefing given for the projects, I studied the brand and its current products to understand what I'm working with.
Define
DESK RESEARCH
A brief Google search to begin the process enlightened me in two big aspects in need of improvement.
1- Customer Service
2 - Interface
SURVEYS
Pain Points noticed from surveys =
- Slow applications
- Insatisfaction with customer services
These are only some of the questions. Not all of them.
FIELD RESEARCH
Based on the survey responses, I conducted field research to identify the pain points noted and gather additional comments from users.
The results were the same as the surveys, consolidating my understanding of the users, in order to progress with the projects.
Ideate
PERSONAS
"I'm accelerated. If something's slow, it's not for me."
GARY STYLES
-single - 29
- Investor - used to the internet
Needs
- a trusted bank
- agility for his business
- a bank with good cost-efficiency
- practicality
- innovation
DINA FLINN
- married - 26
- mother of 2 - teacher
- wants to spend time with her children
Needs
- efficiency to solve problems
- something that doesn't require her to leave the house
- something without cost
"I don't like to get out of the house to resolve simple problems."
EMPATHY MAPS
USER JOURNEYS
NEED STATEMENTS
ECOSYSTEMS DESIGNED
I came up with four different digital ecosystems for this project.
1- AI ASSISTANT
2- ITAÚ ONLINE (a simpler version of the app, minimizing the cognitive load of the user and taking into account the different types of user agendas)
3- Itaú Atendimento (app ONLY for customer service. This was just a brief idea, developed to study all the possible outcomes)
4- FORUM
DESIGN REFERENCES FROM THE BRAND
IF I WERE TO PICK DIFFERENT DESIGN ELEMENTS =
Prototype
AI ASSISTANT -WIREFRAMES & USER TESTING
ITAÚ ONLINE -WIREFRAMES & USER TESTING
ITAÚ ATENDIMENTO -WIREFRAMES & USER TESTING
FORUM -WIREFRAMES & USER TESTING
AI ASSISTANT - FINAL PRODUCT
ITAÚ ONLINE - FINAL PRODUCT
ITAÚ ATENDIMENTO - FINAL PRODUCT
FORUM - FINAL PRODUCT
Conclusion
All the solutions presented try to solve the pain points found in the beginning, guaranteeing still the integrity and tone of the brand, and having in mind that the scope of users for a bank is extensive and diverse, needing effective solutions for all.
WHAT I LEARNED
It's extremely important to take the research process seriously and not cut corners. Only by understanding the user's needs, you have a good result.
Thank you for your time!
Let's get in touch!
CONTACT
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