ROBO ADVISORY
OVERVIEW
To enhance investment opportunities for our customers, we focused on personalization on robot advisory with an access channel. The feature was developed based on a deep understanding of various user experiences and precise calculator programs.
ROLES
UX RESEARCHER | WORKSHOP FACILITATOR
GOAL
To enhance opportunity of investment with robotic financial advisory, generated based on customers' profile and risk assessment
ACTIONS
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Gathered requirements from various stakeholders
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Conducted contextual inquiry interview with targeted customers
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Analyzed customer segments and set persona as well as journeys
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Conducted internal workshop for sharing research result and brainstorm the ideas for development
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Analyzed all information for design product (logics, flow, and wireframes)
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Prepare material and conducted a usability test
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Analyzed the test results to the developer team for the next step
TIMELINE
52 weeks
KEY FOUNDS / LEARNED
VARIOUS JARGON WORDS
During running user research, users said Jargon words for particular meaning in various ways based on their understanding, which is quite difficult to apply in the product
I decided to adapt my questions into other contexts during our discussion until I realized what they meant from their explanation.
HYPOTHESIS vs REAL
Persona hypothesis from business segments, sometimes, was not the real targeted users in a new product. UX should clarify the pattern of user behavior to create proper personas.
Consequently, it should have a session to show UX research results with new user segments and journeys to related stakeholders to buy in on the change before starting to work.
AGILE RESOURCES
There were many changes on team resources and stakeholders during running the project that was repeating process to communicate and impacted on timeline delay.
For new stakeholders, the dev team asked the product owner to communicate the previously precious artifacts to continue working smoothly. The members of the new dev team needed to observe all works during running the sprint and have a Q&A session at the end of the day.
HOW RESEARCH INFORMS THE DESIGN
According to research results, users have a different purpose to control their money and options
for investment along with virtualization on each information is key for this product.
