I participated in a transformative project aimed at improving our customer onboarding journey from a in-branch only appointment system to a seamless mobile app application process.
Utilising the Google's 5-day design sprint methodology, our goal was to showcase the value that design can bring to a project and advocate for its inclusion in future business strategising, but also to showcase how the use of sprints could speed up our solution delivery.
The mobile app design team ran a 5-day Google design sprint. We overhauled the bank account opening process from in-branch appointments to a 10-minute digital application, showcasing design's strategic value. Through competitor research, qualitative analysis, prototyping, and user testing, we streamlined the user experience, highlighting design's pivotal role in driving innovation and business success.
Improve the bank account opening process for an enhanced user experience.
Demonstrate the design teams ability to deliver impactful solutions rapidly.
Highlight the importance of design in shaping business strategies.
MONDAY
Discovery session
with SMEs and
gathering insights and showcasing research.
TUESDAY & WEDNESDAY
Mid-fidelity wireframing and using dot voting to find viable design solutions.
THURSDAY
Hi-fidelity design and prototype and writing scripts for user testing on Friday.
FRIDAY
User-testing day with
5 participants to validate the solutions we created.
Although the project was a success the design and journey had not been implemented.
The execution of the sprint in the live app could have brought Metro Bank into lockstep with the modern “challenger” banks and placed it firmly in a category of it’s own: excellent digital and in-branch customer experience.
However, by showcasing the tangible impact of design through the implementation of a rigorous design sprint methodology, we positioned the design team as indispensable partners in shaping the future trajectory of the business
Stats
Highlighted the strategic value of design in driving business objectives, emphasising the importance of integrating design thinking into future decision-making processes.
Successfully showed that we can reduce the Account Opening time from 24 hours to 10-minutes
Reduced creation of Proof of Concept development from approx. 8 weeks to 1 week.