THE BRIEF
IDENTIFY A PROBLEM/OPPORTUNITY WITH EXISTING PRODUCT/SERVICE AND UTILISE YOUR KNOWLEDGE TO DESIGN A SOLUTION.
User Research • Synthesising • Double Diamond Process • Competitive Analysis • Personas • Customer Journey Mapping • User Flows • Sketching • Wireframing • Lean UX • Project Management • Interaction Design • Interface Design • Prototyping • Usability Testing • Iteration
VIEW PROTOTYPE: https://invis.io/ZPC4YLMFN
USER RESEARCH
The 1st step I take as of every UX researcher would do is to get into the world of consumer banking. I used the Double Diamond Process: Discover > Define > Develop > Deliver.
DISCOVER
In order to get into the heart of every user's problem and needs, I spoke to some users who are owners of one or more credit cards.
User Interviews: My list
Users Interviewed: David, below 30s; Zhen Zhi, above 30s; Megan, above 40s
SYNTHESISE RESEARCH
After understanding the pains and needs of the current users, I proceed to do some market research of DBS and its competitors of their offerings and evaluate the information architecture of each of their apps.
DEFINE
10 Heuristic IA Principles Findings: My List
Following on that I start to brainstorm with team mates I am assigned to. We carry out the combined infinity mapping to identify the pains and needs of the current users which we have interviewed in our own time.
PERSONAS
From our earlier findings, we developed 3 personas of different age group based on our users's findings. Let me introduce them right away:
Persona 1 : Alex, 27. Business Executive
Persona 2 : Selina, 34. Home maker
Persona 3 : Lawrence, 52. Business owner
I initiated that we should simplify, to cut the clutter as a key finding from users is that its too troublesome to keep an app for every need and product category.
DEVELOP
Thus after the discussion among all, the idea of merging banking and rewards into one is born.
My ideas for the key features of rewards redemption: F&B – Making reservations possible once you picked the restaurant of your choice, Having eVouchers that can be stored and be reminded of its expiry dates, Making redemptions cashless with the accessibility of paying the balance through user's bank accounts in the app.
FEATURE PRIORITISATION
We the proceed to sketch out the user flow for the redesigned DBS rewards app.
USER FLOW
The 1st round of wireframes are done with Sketch with our user flow in mind. The key objectives are to increase engagement of card users to be more aware of their reward benefits, promoting exciting deals and lastly making redemption seamless and cashless.
WIREFRAME
DELIVER
From here, we carried on with developing our 1st prototype with InVision.
PROTOTYPE
Key issues and findings found via the usability tests among some users. I have got pretty good reviews from my users for the content of the app.
USABILITY TESTING
Good design comes with iterations after iterations in taking in users's feedback and I decided to redo this project in the way I would see it.
I followed the Design Taxonomy based on the following: 1. Stylistic Design, 2. Functional Design, 3. Strategic Design, 4. Innovative Design
Stylistic Design
Goal: Fresh new appearance
Functional DESIGN
Goal: New capability
STRATEGIC DESIGN
Goal: New source of value
INNOVATIVE DESIGN
Goal: Reaching new markets