MARRIAGE AND FINANCE ADVICE PAGE
Company: USAA
Sector: Finance
Role: Research to conception, visualization, and testing
Discovery
Interviews
We kicked this project off by interviewing stakeholders, call-center representatives, and users. We wanted to gain a better understanding of the business needs and motivations while understanding the user's behaviors, pain points, and goals.
Affinity Diagramming
While conducting our interviews the group was taking notes of all the sentiments that they were hearing. Once we had completed that exercise we wanted to start to synthesize what we had heard. We then used the stickies to Capture user behavior, pain points, motivations, and needs from contextual inquires. Grouped them into logical pillars. And lastly mapped out product features for each pillar to identify gaps, opportunities, and feature bloat.
Define
Card Sorting
Once we had a better understanding of each pillar we started to pair things down into themes and topics. Once we had all of the themes and topics we then brought users back in to help us identify their thought process and desired layout of themes and topics.
Story Framing
Using empathy to understand user’s thoughts and emotions, we began creating a diagram showing what the users want in different scenarios.
Design
Wireframes
Our next step in our mini design sprint was to get everyone in the room to draw out their ideal experience based on the ideas they had heard over the past few days of interacting with the users, business, and call center reps.
User Feedback
After creating wireframes we went back to our users to get feedback on what they were seeing. We wanted to make sure to get feedback early so that we were not getting too far down the line with the wrong solution to later learn and have to go back and rework everything.
High Fidelity Comps
For the High Fidelity Prototypes, we took what we had heard in our user feedback session and began to apply it to a final concept. Taking this and creating an interactable experience that we could then test and deliver.
