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In banking services often prevails a sense of helplessness and confusion. Online banking is not able to provide personalized services and often customers can be confused. The human factor has been lost.
The Financial Doctor is a customized web service where you can access all your financial projects, both individual and shared with your family.
Inspired by the family doctor relationship, there is always a counselor ready to help and advice you.
User Research, Mind Map, Collage, Experience Map, Task Flow, Behavioral Prototype, Wireframes, Appearance Prototype
SKILLS
TEAM
Vincent Primeau, Pansy Huy, Zhang Mick, Me
ROLE
MORE
UX Researcher and Prototype Tester
Financial Service Workshop,
HK Polytechnic University, 5 weeks
Mind Map
From the top of our heads, we briefly mapped out common banking services, clients, and the mediums in which these information are presented.
The board shown that by roughly classifying the terms by which those entities intervene with our financial daily life, it is possible to envision the most important services considering today’s standards.
Collage
We conducted a simple workshop, trying to figure out what people think, and feel, in matter of financial services.
We wanted an emotional and creative response, rather than common words and stereotypes. That's why we used a collage, providing a large set of materials to express free and out of the box.
Analyzing the result we noticed that the majority of our participants chose ATM as a representation of a financial service/institution. In choosing the ATM, this denotes that human presence is being disregarded as part of their banking processes.
CONCEPT
Nowadays online banking services are rather anonymous. By logging in you access a page that looks exactly the same for everyone, with no possibilities to interact with other users.
The Family Doctor implement 3 adjustments to make this a more human service:
opportunity to customize your private cyberspace, managing your personal projects
possibility to create shared projects with your family members and support each others
option of seeking help from an experienced bank counselor. Not just a machine, but an actual trusted person
This designed system could provide a way for the counselor to receive an overview of their client’s profile, permitting a more personalized banking service.
Family Doctor Metaphor
Our service got inspired by the relationship between family doctor and family components.
That's why we tried to recall the steps which we face when we deal with our doctor.
Experience Map
1.
Meeting the Counselor
The family can meet the counselor in person to discuss of their needs and goals. This reunion is put in place as a mean to meet the professional that will help them.
2.
Setting up the Family Account
After the discussion, a family account is opened. This account becomes the platform through which the counselor can help and discuss the topic of savings, goals, banking and more.
3.
Setting up Individual Accounts
Each family members can now set-up their individual access to the family account by filling the financial and planification details.
PROTOTYPE
Behavioral Prototype - Timeline Testing
Using a timeline the Financial Doctor lists all tasks and goals in such a way that families and individual users can easily visualize the contents.
Being this a key aspect of our design, we wanted to test it with actual users, observing how they naturally interpret it.
Using paper, colored post-it and icons we could proceed with a task analysis and record problematics during the navigation.
Wireframes
We adjusted some aspects, according to the users test results, and proceeded with the wireframes.
Appearance Prototype
This is the final layout of the Family Doctor.
THAT'S ALL FOLKS!
