Horizons is a vision product I worked on for the financial advisory arm of one of Australia's major banks. Myself and Josephmark Director, Jessica Huddart lead a two day workshop together with Business Models Inc, that included stakeholders and 40 specialised bank staff to uncover the business needs of the bank and their customers. Over the two days and the week that followed, we undertook:
- User interviews
- Paper prototyping
- Product planning
- User interface design
- Quick turnaround, that was cut even shorter when their meeting with the board was pushed up.
- Limited resources.
- We were engaged by Business Models Inc. meaning we followed their format, not our own.
Over the two days, we met with a range of stakeholders from the business that worked across different areas of the advisory arm -superannuation, insurance, investment and general financial advice. They all offered their own perspective on where the biggest opportunities were which were typically bias towards the sector they worked within, but the common thread was that the bank was falling behind in offering advice digitally.
We started by mapping out a variety of current customer experiences using The 5 E's (Entice, Enter, Engage, Exit, Extend). This quickly allowed us to extract concerns and pain points, and discuss them with all parties present in the room. We then asked the participants to prioritise these, and explain their reasoning to the greater team. A very efficient way to triage!
Over the rest of the workshop, we lead the team in exploring ways a digital product could alleviate some of these issues. We used a number of activities to do this - drawing user flows, storyboarding, Crazy Eight's etc. After each activity, teams or individuals would present their ideas to the whole group and we would move forward with the strongest concepts or those that got the most votes (where appropriate).
The end goal was to produce a unified vision of the needs that the group wanted to address, and the outputs of these exercises (sketches, storyboards etc) became the foundation of this. I then took these away and created a visual representation of what this product could potentially look like, which was then used (together with a formal report from Business Models Inc.) by the stakeholders to present to their board with the hope of being given funding to make it a reality.
The team successfully secured funding, and further research and exploration of the Horizons product is currently under way.
The workshop itself was very well received, and Josephmark have been regularly invited back to work with Business Models Inc. since.