Financial investment journey

Challenge:

How to create the ideal financial investment user-journey
in digital channels?

Role

Service designer  Project leader

Duration

3 weeks

Client

Itau

Notable skills: developing and facilitating workshops, storyteller and strategic vision.

Result:

- A more clear vision of the actual financial investment user-
- An alignment from 4 different areas about which pain points in the 
journey should 
be prioritized to be solved

- An ideal user-journey for one of the personas. This was used as a role model to build the other user-journeys.

Week 1: To dig and align

- Study all researches and previous materials already made by the bank related to investment user-journey.

- Interview with specialists.

- Define the target audience for this project

- User interview

- Personas

- Draw an actual user-journey

- Align the project goal with
   the 4 area sponsors areas  

 

- Analogy research

- Co-creation workshop with the extended team (20 people)
- Co-creation workshop with  creative people
   from other industries (12 people)

- Analyze all insights from the workshops

- Sum up learning points

- Define the experience principles for the ideal journey

- Draw the ideal journey

- Presentation deck for the VP's

1

Process

Week 2: Co-create

Week 3: Sum up

2

3

Team: Mary (illustrator), Lucas (UX Designer),
and I (service designer and project leader)