Amplify Research: Payments
The Amplify Research project involved the collaboration of 5 UX Research Teams across 5 banking business units. With 108 user interviews and extensive market research, the teams crafted proposals for innovative solutions. I was part of the research team. View them below.
The Directive
- Executive Leadership Team
Research Methodology
We developed empathy for our users by conducting user interviews, focusing on identifying desired outcomes using the JTBD framework. Our insights were then synthesized into a report that defined the problems and identified opportunities.
1
Domain & Market Research
As relative novices to the Core Banking market, we educated ourselves on the domain and evaluate the core banking software market, features, and trends
2
We interviewed internal stakeholders and external customers to understand their usage, perception, and opinions of the current solution along, and to gather their needs and identify their JTBD.
3
Heuristic Evaluation
We evaluated the existing Core software users experience to better understand the current product and ensure what works well remains intact in the next-gen solution
3
internal SMEs and stakeholders
2
bank executive teams
10
department or individual interviews
2
credit union executive teams
Personas
We created 5 new personas based on our user research. These served to inform the design and align engineering, product, and the executives on who we are building the product for. Also, they helped us stay true to our intended audience.
Jobs To Be Done Matrix
We mapped the JTBD of the personas to understand what their actual needs were. The JTBD approach moves the focus on desired outcomes and questions whether typical activities are the way of reaching the outcomes that users really seek.
Desired Outcomes
The JTBD framework prioritizes outcomes over features to drive innovation and ensure the product efficiently achieves the user's desired task. This approach opens up opportunities for innovation by focusing on the outcome not the product
Innovation Opportunities
Our findings uncovered potential issues that could be transformed into valuable problem-solving opportunities. These were then presented to top executives as potential avenues for innovation at the job, step, and solution levels.
Proposed Design Solutions
After the research, we teamed up with a product team to assist on the design a new payment application for customers looking for an out-of-the-box payment solution.
