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
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- Analogy research
- Co-creation workshop with the extended team (20 people)
- Co-creation workshop with creative people
from other industries (12 people)
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- 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
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Process
Week 2: Co-create
Week 3: Sum up
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Team: Mary (illustrator), Lucas (UX Designer),
and I (service designer and project leader)