Inclusive research
Inclusive research
Inclusive design
24 January 2023
24 January 2023
Goal:
To design a service that helps diverse banking customers find the adaptive
and inclusive banking capability available to them that they prefer or need in a
way that is respectful, and helpful and improves their experience.
Type of project:
Clients:
Industry:
Channel:
What we did:
A survey and focus groups to understand the various challenges people experienced and when and how they may wish to tell the bank that they had additional needs. Design and co-design support and engagement. Usability testing of the initial product. Redesign for an in-app version and further usability testing of prototype and live assets. Authentic user talent and engagement for marketing materials development.
Outcome:
The initial new capability was very well received by customers that used it, but not very easy to find and staff were not so aware of it either. Once in-app the service had much greater uptake and positive CX impact. It also helps staff be aware of adaptive and inclusive services the bank offers.
Client Quote:
Inclusive research
Inclusive research
Inclusive Innovation
Inclusive Innovation
