My Role
I had the pleasure to work with the one of the big four banks in Australia as a User experience facilitator for their internal design thinking training program. I was a facilitator for the advanced and expert groups. The advanced groups were for the employees and the expert groups were for the managers. As a facilitator I helped all of the groups with any questions they might have about design thinking and also created the deliverables for them all. I worked with the groups at every step of the process from understanding the problem / vision statement right through to prototyping.
The Challenge
Debit Delegation is a project of one of these groups. Employees get the opportunity to explore their ideas through this design thinking program. The objective is to create a convenient payment method for frequent small purchases on credit, where small/micro business may need to delegate the purchasing responsibilty to staff. Businnesses also need to have control over this delegation.
In 2011 there were 2 million small businesses in Australia employing 4.8 million people.
Design Thinking
Empathise
First step in design thinking is "Empathise", this is all about understanding the people who will be using your product.
- As a group we created a list of people who would be potential users
- Small trade business owners
- Trade employees
- Small retail business owners
- Domestic use for parents
It was important to see problems from different lenses, not try to come up with solutions straight away. That is why we wrote a list of potential users and I got them to think of other ways this product can be used
Define
Now we have thought of who we are targetting, we did some skateholder interviews. Currently small trade and retail companies were using credit cards and cash. Our solution for it to be effective had to be less risky and easier to track and save the business owner time.
Ideate
Now that we know what we needed to achieve, it is now time to put our ideas down onto paper. We found out that people would foget the credit card or another worker would have it. However we noticed that they always had their mobile on them though, so we adopted a mobile first approach.
I asked the team to draw storyboards on how this solution would add the most value to our users. Below are some of those sketches.
After the storyboards I went back and started creating some simple low fidelity wireframes. I realised I had to make a seamless experience for not only the business owners but also the workers, for when they're in store buying equipment or goods for the business. One of the big value adds was creating as little friction as possible in the buying process.
Prototype & Test
After a few rounds of testing with a paper prototype based on the wireframes we made a few tweaks to the screens and task flows. Once these were finalised I created high fidelity screens in sketch.
I imported these screens as pngs and put them into Invision to create a high fidelity prototype. To preview this prototype please click on the link below.