Case Study: Robo Advice

Synopsis

#Research, #Concept, #Prototyping, #UserTesting, #UX, #IA, #UI…
Robo Advice provides financial guidance for customers without the need for an advisor, helping them decide if investing is right for them before giving them easy options to execute on that investment. This was a brand new online service for the bank, a design I started from research & concept through to delivery – resulting in major profits and a 1st to market amongst major retail banking players.

My role

Lead UX Designer

Client

Major global retail bank

Type

Responsive web

What’s covered inside…
  • Discovery & Research
  • User Research
  • Concept design exploration
  • Prototyping & testing
  • Design approach / planning / management
  • Design: spotlight on – Returns projection tool
    • UX Design
    • User testing / iteration
    • UI Design
Examples included…
  • Service blueprint
  • Customer Journey mapping
  • Sketching ideation
  • Design planning
  • UX thinking, wireflows & wireframes
  • User Testing & Iteration
  • UI
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Challenge

Design, validate and support release of the first fully online ‘Robo’ (automated) advice service for this major retail bank.

  • Very heavily regulated area (giving financial advice) and a historically risk-averse major retail bank.
  • Customer experience level novice and subject matter inherently feels complex

What did I do?

  • Understood goals, requirements & context
  • User Research (data, quant & qual)
  • Concept designs, prototypes, testing
  • IA, including wireflows to structure experience
  • Planning and team setup / ways of working process
  • Wireframing, prototyping and user testing, iterating
  • UI and dev build support
  • Led the design approach,
  • Led two other designers
  • Managing key stakeholders

1st to market

of any major retail bank

CX Award

Best Robo Advisory Service

Starting from research & concept

Customer research, service blueprint, empathy mapping, experience mapping, concept ideation & testing, Structuring experience IA, design team planning & ways of working

Customer experience mapping
Service blueprint: offline financial advisor process
Empathy mapping
User research & testing
IA & module planning

Through to final UI

Prototyping & UI, working with our design system

Iteration over time: Concept, sketching, wireframes
Extract from early prototype for concept testing
Responsive: wireframe extract, mapping reflow

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