1-1 Research
Overview
The objective for this qualitative user research activity is to discover user pain points, needs and expectations around searching and applying the financial product (Credit Card).
Duration
2 months
Project at a glance
Role
Recruit participants, preparing the interview scripts and facilitate the interview.
Challenges
Key challenges while running this project are recruiting participants (the users), getting budget approval, logistic arrangement and facilitating the interview in an open area which disrupts the process.
Solutions
Facilitate face to face user research.
Customer journey map.
Created high fidelity prototype.
Results
From the findings and user insights, I able to discover an actionable item to improve website functionality, understanding what type of visual promotions works for the user (content direction) and address user's frustrations as part of improving the customer experience process.
User journey map
Understadning end-to-end user journey in applying financial products online.
