The next step is to establish a work plan. Depending on what the project is about, there is research, design work, workshop work or a mix of these.
For each of the following tasks, the combined team of the UX Academy and the R&D department needed one week-long sprint:
- We conducted 6 IDI interviews, culminating in a report, which contributed to mapping the entire invoice workflow process in the bank.
- We created a clickable prototype showing the case review flow in the Compliance department, which allowed the business to visualise what it really needed, which greatly accelerated the whole process of creating a dedicated solution.
- We conducted an expert audit of five competitive bank account opening processes.
- We supplemented the audit with benchmarking and concluded the project with an extensive report for stakeholders within the organisation. It allowed us to locate inefficiencies in the process and present how account opening looks against the competition. Solutions were proposed and prioritised in terms of their impact on the user.
Many of these activities were in place before anyone could foresee the constraints facing us in the wake of the epidemic. But it turns out that activities related to improving communication and processes can be even more valuable in the era of "social distancing". This is because, in principle, the UX Academy supports the effective digitisation of the bank.
Benefits of cooperation - what were they?
The high quality of the material provided by the Academy is also influenced by the close collaboration between the designer and the researcher. Just because the researcher provides colleagues with an expert audit and benchmarking report does not mean that the designer does not participate in these activities. Similarly, the researcher is constantly present at the designer's work - creating interface elements or prototypes. This provides an opportunity for two different points of view to collide and come up with a solution that is most in line with user needs.
The designer takes part in the in-depth interviews as an observer. Thanks to this, he or she is able to see the real emotions and needs of the other person for whom he or she is creating. Using the experience developed by Mobee Dick's research team, we are already able to conduct such interviews remotely.
The researcher is always up to date with the implemented graphic solutions, thus avoiding situations in which results from research have been misinterpreted during design.
The experience of more than 20 projects proves that the organisation and its employees are genuinely interested in creating solutions that put the user at the centre and put a lot of work into finding ways to optimise and automate their own and their colleagues' working environment, despite their many daily responsibilities.
Thanks to their openness to change and great involvement in the process of implementing these changes, the project at each stage has a chance to collide with the user's needs, capabilities and limitations.
Effective knowledge sharing
Participation in the UX Academy enabled us to gain experience in working with managers from various departments working in the financial industry. We got to know the specifics of their work and had the opportunity to immerse ourselves in the processes of creating products and services in the financial sector.
Our colleagues at Bank BNP Paribas gain access to the expertise needed to develop products, services and materials created in line with the user experience design methodology. We, in turn, gain valuable domain knowledge related to the financial industry. This is how a valuable exchange of knowledge takes place.
We are convinced that this is the best way to achieve digital transformation and build a Design Culture not only in Bank BNP Paribas, but also in other corporations ready for change and the involvement of researchers, designers and strategists. After all, it is about actions towards a well-designed digitisation of many areas of business. In the current social situation, such actions may not only be needed, but actually necessary.