Findings

• It was interesting to find that approximately 82% of customers consider immediate response as “important” when they have a question or concern. Speed is everything to today’s customers, patience wears out at 10 minutes.

• Different kinds of tech products work well for different business. Regardless, at some point they’re likely to have some kind of issue arise that will leave customers frustrated, angry, drained. The customer experience will suffer and most likely so will the business.

• Exceptional customer service is a revenue generator. It gives patrons a cohesive customer experience. It also serves as an opportunity to connect with customers on a one–on–one basis, to engage with them allowing the brand to keep its products’ promises offering commitment to giving the highest level of service.

• In a recent study, nearly 50% of respondents from the UK and around 40% of respondents from the US, said that they would rather speak to a human agent.

User Persona

Developing the user persona is one of my favorite parts of research. It was really interesting to learn user banking habits and issues at hand. Below are findings of the interviews I did that allowed me to build this persona.

Findings:

• Interviewed 3 people (1 female, 2 males)

• Bank Account Holders

• All 3 in the age range of 26–55

• All professional and career oriented

• They check on their accounts at least 2–3 times a month

• Like to make transactions as quick as possible

• 2 out of 3 want this service to be 24/7. Only 1 wants this service to have normal banking hours.

• All users like chat bots and have experienced the service and are aware of its limitations.

• All agreed that if possible they would like to have access to both features at all times.

• A bank specialist feature would allow for a more trusting relationship

• Time effectiveness is key to my users. Having a Banking Specialist would allow to resolve issues quicker.

• Allows for a more personal touch in a very cold business environment

• Somethings simply cannot be automated

• Security is at top of mind

• There are some trust issues when using online platforms

Key Takeaways

Project Goals

Site Map

User Flow Chart

Wireframes

UI Kit

Chase has established brand standards that need to be followed. The UI kit included Chase brand elements that will be applied to the flow.

Conducting a Usability Test

Test Goals

• Test Live Personal banker added feature and flow

• Test Design look and feel

• See how users interact with pages layouts

• Talk about how this new feature enhance trust and security

Test Objectives

• Is the new feature well introduced and easy to access?

• Users feel of the app and how it carries the brand look and feel

• How is the flow and design judged received by users

• How is this added feature helping build trust?

Test Subject

• High fidelity Prototype given to users on a Figma link

• Procedure

• Gave users a summary of the project

• Explained test is on an app partially activated

• Offered an open invitation for comments/suggestions

Final Prototype

Summary

It was very interesting to see the change in people when I showed them the prototype. They instantly felt heard, seen, and definitely felt more comfortable making different bank transaction with a Live Personal Banker. Technology is good, but when you add the human element to it – it becomes GREAT! Relationships are built, trust grows and customer loyalty permeates.

Next Steps

• Define Live Personal Banker User menu

• Fully develop the different flows

• Use metrics to gauge how this added feature is increasing customer satisfaction

• Document client feedback

• Explore and design LPB background

• Hand–off project to programers.

Thank you for your interest in my case study and for making it this far.