I worked for two months with five team members within the innovation arm of the personal banking branch in RBS. The objective was to discover the potential for banks to pivot to storing personal data as well as personal finances. I followed the double diamond approach to create a recommendation to the Bank on whether or not and how to pursue an online identity verification service.
I collaborated with other areas of the bank that were investigating similar propositions around people’s data, personal documents and precious items of sentimental value, agreeing to pool our user research findings. We combined user research resources, with one team carrying out diary studies, surveys, while a user researcher and I conducted several rounds of user interviews. Our team's particular interest was in finding out whether the idea of people storing their personal information with a bank was outlandish or amenable.
I also looked at the competitive landscape and how people managed their identity online and offline, including password management procedures, internet security and biometrics.
I collated our team's findings as key insights into user problems, frictions, and needs. I led several design workshops where the team grouped our findings for the recurring themes in customer attitudes and behaviours.
In another session I got the team to come up with ‘how might we’ statements lead us to value propositions that could be sensible or as out there as possible.
Using the personas and storyboards created as a team, we defined five customers benefits and opportunities where the bank could serve customers better. This helped guide us in coming up with a concept that would solve a real customer problem, while meeting the Bank’s expectations.
I took notes in Sketch and created a document that could function as a record of all the research and design exercises the whole team completed.
Focusing on four use cases, I did another round of user interviews with a new user researcher. With customers we discussed the proposition that the Bank could provide an online identity management system in conjunction with the biometrics on their mobile device.
At this stage, our team was also getting feedback and information from 25 stakeholders from different sectors of the Bank, including KYC, anti-money laundering, strategy, technology, security, and mortgages.
There was a suggestion from one stakeholder that we should design an address book component for a customer’s biller and payee contacts the mobile banking app, however nothing in our user research and subsequent interviews hinted that this was an actual problem. So from our ideation sessions we came up with the concept of an online identity hub where a customer could store their documents and personal information securely online, and send information as required and at their discretion.
I drew user flows for each use case with pen and paper, then designed the digital id hub wireframes to illustrate the flows from there. I adopted the Bank’s branding for the wireframes and prototype for the purposes of an executive showcase, making a clickable prototype in Figma and a video of four user flows. I also produced a single report in Sketch as a record of our customer findings, personas, value propositions, designs, recommendations and so on.
Important work is easily lost track of due to the many systems in place, so I sent the Sketch document as a pdf as a non-editable version of our work, plus a Powerpoint version that the executives could edit as they saw fit. I was pretty happy with our work even though the Bank is probably not going to develop an online identity service, and then one of the design leads said my report was one of the best he'd seen at the Bank, which both surprised me and made me very happy for a week.