Goal: To turn a ‘out of the box’ app solution, as provided by Kony, into a working, user centric, product for our existing customers (10 credit Unions) and attract more clients quickly and easily.

Pain points:

Users found the product, high in cognitive load and a steep learning curve, lacking in key features, unattractive as a payment tool and lack of visibility of overall financial position. The framework didnt support new features. 

Methods of DISCOVERY:

Upon commencement of this project, little research had been undertaken on either the B2B or the B2C insights and needs/wants. I began my process with learning how the app had come to life, meeting our clients, asking questions about where features were failing them, then working from the inside out within my digital team (product managers, and account managers). 

Once I had an understanding of the teams restrictions and abilities I met with developers,  business analysts marketing officers, account managers and ‘champions of the brand’ and began to create early personas. With help from my team, I created surveys and questionairres that helped me reach out beyond the digital departments, to get user insights.

I undertook my own ‘guerrilla research’ to gain further insights into customer journeys. Journey maps were created to gain a timeline of touch points and to surface all pain points.  Empathy maps and workshops helped evaluate a series of features that were proposed and helped prioritise their delivery.