Jul 28, 2021
Jul 28, 2021
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UX Research
UX Research
Personal Financial Management
Personal Financial Management
Personal Financial Management
A product discover case study exploring South African’s relationship with money.
A product discover case study exploring South African’s relationship with money.
Research format
Until this point the project, has largly been driven by business stake holders who were looking to pilot a 3rd party software without clearly identifying the customer value, or resolving any of the 4 product risks.
Timeline
At the point we joined this project, there was no clear direction from a product perspective, simply a set of features in the PFM space so we aimed to uncover insights that might guide the prioritisation of the roadmap in the next phase of the project.
Research format
Until this point the project, has largly been driven by business stake holders who were looking to pilot a 3rd party software without clearly identifying the customer value, or resolving any of the 4 product risks.
Timeline
At the point we joined this project, there was no clear direction from a product perspective, simply a set of features in the PFM space so we aimed to uncover insights that might guide the prioritisation of the roadmap in the next phase of the project.
Key Findings
3-stage customer segmentation
We found a correlation between Financial responsibility & the value derived from budgeting, for that reason we developed the 3 segments: “Financial Dependent”, “Newly Independent” and “Financial Provider”.
Value: Financial planning vs Spend tracking
Among “Financial Dependents” budgeting and other planning tools were largly misunderstood and not really found to be valuable. As a result spend tracking is much more impactful as a means of managing money. As maturity increases, Planning gains value and spend tracking loses value.
Approach: Qualitative & Attitudinal interviews
Because the product demo provided used dummy data we aimed at leaning into qualitative interviews guided by different Financial events prompted by the Conceptual mockups and the web demo.
Qualitative research: Usability test
In this section we focused around understanding how participants engage with the 3rd party demo platform, supplemented with qualitative questioning aimed at uncovering conceptual models and attitudes towards budgeting.
Attitudinal research: Concept testing
Aimed at uncovering sentiment around specific moments the user would encounter should we introduce non-typical features, by presenting mid-fidelity mockups that encapsulate specific moments where the bank might recommend changing financial behavior.
Data synthesis: A four stage approach
Step 1: Story seeds
Affinity map
The first important step is Identify surface level patterns by grouping responses by common themes in responses and observations to uncover the “Stories to be told”
Step 2: Golden thread
Using sentiment as a lens for data synthesis
Two key outcomes from the “Story seeds” were that LSMs which is a go-to metric in banking proved in-effective. Further more “Financial Maturity” on the other hand proved to be the golden thread that turned the data into usable information.
Step 3: Develop Segment archetypes
Informing product roadmap
Based on the Financial maturity segments, we created 3 core segments to use as the method for communicating feature based patterns and insights. Most importantly, we were able to highlight which parts of PFM (Planning, spending, saving) provided the most value to each segment, which can be used to inform the product roadmap & the go-to-market strategy.
Step 4: Patterns by segment & category
Segment lens and PFM categories
The last part of the sunthesis process was to gather feature specific patterns based on partisipant responses and communicate them either through the lense of the segmentation so that they could be used to guide the product roadmap, and guide future product validation efforts.
Key Findings
3-stage customer segmentation
We found a correlation between Financial responsibility & the value derived from budgeting, for that reason we developed the 3 segments: “Financial Dependent”, “Newly Independent” and “Financial Provider”.
Value: Financial planning vs Spend tracking
Among “Financial Dependents” budgeting and other planning tools were largly misunderstood and not really found to be valuable. As a result spend tracking is much more impactful as a means of managing money. As maturity increases, Planning gains value and spend tracking loses value.
Approach: Qualitative & Attitudinal interviews
Because the product demo provided used dummy data we aimed at leaning into qualitative interviews guided by different Financial events prompted by the Conceptual mockups and the web demo.
Qualitative research: Usability test
In this section we focused around understanding how participants engage with the 3rd party demo platform, supplemented with qualitative questioning aimed at uncovering conceptual models and attitudes towards budgeting.
Attitudinal research: Concept testing
Aimed at uncovering sentiment around specific moments the user would encounter should we introduce non-typical features, by presenting mid-fidelity mockups that encapsulate specific moments where the bank might recommend changing financial behavior.
Data synthesis: A four stage approach
Step 1: Story seeds
Affinity map
The first important step is Identify surface level patterns by grouping responses by common themes in responses and observations to uncover the “Stories to be told”
Step 2: Golden thread
Using sentiment as a lens for data synthesis
Two key outcomes from the “Story seeds” were that LSMs which is a go-to metric in banking proved in-effective. Further more “Financial Maturity” on the other hand proved to be the golden thread that turned the data into usable information.
Step 3: Develop Segment archetypes
Informing product roadmap
Based on the Financial maturity segments, we created 3 core segments to use as the method for communicating feature based patterns and insights. Most importantly, we were able to highlight which parts of PFM (Planning, spending, saving) provided the most value to each segment, which can be used to inform the product roadmap & the go-to-market strategy.
Step 4: Patterns by segment & category
Segment lens and PFM categories
The last part of the sunthesis process was to gather feature specific patterns based on partisipant responses and communicate them either through the lense of the segmentation so that they could be used to guide the product roadmap, and guide future product validation efforts.
Strive for more
Strive for more
Strive for more