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A new interactive concept to enrich the bank experience at Standard Chartered Premium Bank.
The aim of the project was to make the world of banking interesting and accessible to the younger generations.
Through the gamification of its e-catalog the bank can communicate in a more compelling way and transform the wait in a fun experience.
Finally mortgage rates, equity investment and loans conditions start to make sense!
SKILLS
Observations, Shadowing, Fly on the Wall, Survey, Interviews, Persona, Scenario, Paper Prototype, Task Analysis, Wizard of Oz, Think Aloud, Appearance Prototype
Yuhui Chui, Zuwei Zhang, Alex Hu, Me
TEAM
Customer
Standard Chartered Bank Hong Kong, Premium Banking service.
Technology
Microsoft PixelSense provided by Standard Chartered Bank.
Competitors
Comparative analysis implementing research methods such as Shadowing and Fly on the Wall.
We observed the competitor banks’ premium service with attentive look and systematic recording of phenomena, including people, artifacts, environments, events, behaviors and interactions.
Consumers
For a better understanding of our user target we collected both quantitative and qualitative data.
Starting from an initial sample of 40 participants we narrowed down to 5 relevant users through a survey. Relevant parameters were age, profession, income, etc...
After this we conducted in-depth interviews. We spent about 30 minutes with each individual trying to explore their idea of premium service. By keeping an informal attitude we managed to achieve maximum transparency.
CONCEPT
We started by drafting three key points around which we developed our design.
Initially we constructed 3 Persona profiles representing the ideal customers. Moreover we run through a range of possible scenarios and discussed about how the Personas would behave.
The Personas have been a part of the whole design process helping us keep the right track.
The Pop Up Book Idea
We were inspired by a familiar experience. Who never played with a Pop up book?
Main advantages of this solution would be:
- Effective information carrier
- Different contents on each page
- Storytelling
- Fun & compelling interaction
- Part of everybody's childhood
We created an application able to reproduce the Pop-Up book experience through PixelSense surface.
Each page of the book is dedicated to a different bank's service. Important information are also provided, such as bank locator, latest news, promotions, etc. Potentially any kind of information can be embedded in this structure.
PROTOTYPE
Using just paper and colored markers we created a low fidelity prototype. We conducted a Task Analysis using Wizard of Oz and Think Aloud methods.
After assigning clear tasks we observed and recorded:
- the different natural gestures
- how people acquired the information from the related theme page
In addition to our prototype's material we provided explanation and help when necessary.
Therefore we were able to test our idea and make the necessary arrangements according to users' feedback.
After the user test we finalized creating the appearance prototype with gestures and interactions already tested during the previous step.
This is what Pop-Up Town looks like, by clicking in any of the pictures below you will browse through its pages.
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Interaction
As it shown on the pictures below, there are many possible ways to interact with the book and display information. This is just one case with the Mortgage page.
THAT'S ALL FOLKS!
