OUR ROLE

We led the design process of the overview app for the CBA App in July 2015. Lead by Gaston, our efforts were focused on evolving the service and addressing internal customer pain‐points related to the browse and discovery information about the markets.

CUSTOMER INSIGHTS & IDEATION

We partnered with the project manager and the Senior designer to uncover insights and translate concepts into features that address customer behaviors and motivations.

EXPERIENCE STRATEGY & VISION

We created sketches and prototypes to share the vision, design principles and content strategy. This helped to evangelise ideas, gain alignment and drive decision making.

PLANNING & SCOPE DEFINITION

The Senior Consultant in Accessibility, CX & UI Development defined the product. He evangelised customer goals and balanced business goals. We prioritised and negotiated features into launch and beyond.

OVERSIGHT & COORDINATION

We designed across and collaborated with developers to translate product features for the platform context.

DESIGN EXECUTION & VALIDATION

We designed down on IOS/Android.We executed journeys, wireframes, prototypes and flow diagrams.

THE CHALLENGE

CREATE A BETTER EXPERIENCE. IT ALLOWS USERS TO UNDERSTAND THE MARKET FASTER AND MORE EFFICIENTLY

Previously looking at the financial market, it was slow, complex and not user-friendly.
Our challenge was to evolve into three kinds of customers and provide the best tool to have a clear overview of the markets.
Commonwealth Bank had a big support in decision-making together with its stakeholders to create a new product.

CUSTOMER INSIGHTS, The Discovery

We conducted internal customer research to drive our planning phase.
These are the key insights that defined the launch of the product.

MANAGEMENT (50-65 Y.O.)

The primary segments are customers that use the graphics without any other information like data.

MID LEVEL (38-52 Y.O.)

Customers are only interested to see the breaking points quickly to make the right decisions.

ANALYSIS TEAM (28-45 Y.O.)

Sensitivity analysis was the motivating factor for customers receiving all information about the big data.

LOW HI PROTOTYPING WAS THE MOST EFFECTIVE WAY TO GAIN MEANINGFUL FEEDBACK.

For each feature phase, we went through cycles of requirements, consensus, approvals, detailed specs and handoffs.

Our process involved sketching, white‐boarding concepts plus flows with our UX/IA/accessibility partner and then translating these directly into hi‐fidelity design comps. Since we were working with many existing design patterns, it was relatively easy to move straight into hi‐fidelity designs.

Our next step involved slicing the comps and piecing them together with illustrator or Invision into a prototype. In the early stages, we focused only on representing the highest risk areas of the design. Later phases allowed us to concentrate on micro‐interactions, which our partner created in Azure.

Prototyping was the most efficient way to gain meaningful feedback from the team, the consensus from stakeholders and approval from senior leadership. We was able to efficiently distribute these as videos and recycle them for Usability Testing.

USER JOURNEYS, USER PERSONAS, AND THE VISUAL DESIGN SPECS & KEY-LINES.

Detailed Specs

The team created two sets of documentation during this project to communicate requirements to the development team and support our accessibility partner in writing test cases.

These deliverables consisted of the cx spec—requirements and customer journeys and the visual design spec & keylines—the design system.

We also experimented and came up with complementary documentation to communicate animation and timing keyframes for our interactions.

THE LAUNCH WENT OFF WITHOUT A HITCH. AN AMAZING ACHIEVEMENT CONSIDERING THE SCALE AND COMPLEXITY OF THE DEPLOYMENT.

Pulling The Trigger

“WE HAD FINALLY CREATED THE MINIMAL DESIRABLE EXPERIENCE FOR OUR CUSTOMERS.”

5

Workshops

66

Wireframes

9

Prototypes

THANKS FOR WATCHING!

Let’s Work Together?

Contact Us