Inclusive finance
Project Goal
Dependence on others to access money signifies a lack of autonomy over personal finances. Relying on external assistance for managing funds can lead to delays, misunderstandings, and errors. It also undermines the confidence in financial transactions. To promote true financial independence, it is essential to empower individuals to manage their banking needs independently.
Process
The Problem
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Goal
Opportunity
Analysis
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Concept
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Understanding the existing scenario
focus of this user study is on users understanding of how their internal understanding and expectations of how the banking system works.
Opportunity Analysis
Planning Ideation session
Started with quiet brainstorming to bring in individual contributions and move to thinking out loud brainstorming and contributed as a group
Looking at the technology used in banks
Computers
MICR readers which utilise Magnetic Ink to scan
Printers
Scanners
Kiosks
ATMs
Counting machine
Stamps
Analysis
Market research
Why standing in queues increases anxiety?
Research shows that how people feel while waiting matters more than the length of the wait. By leveraging the insights of queue psychology, you can ensure that your customers' user experience is a positive one.
The psychology of queuing revealed in 6 simple rules
1. Unoccupied time feels longer than occupied time
2. People want to get started
3. Uncertain waits are longer than known, finite waits
4. Unexplained waits are longer than explained waits
5. Unfair waits are longer than fair waits
6. Anxiety makes waits feel longer
Mindmapping
Synthesize and evaluate ideas and refine project goal based on insights from the ideation session.
Where else do we see queues ?
1)Shopping queues
2)Toll gates queues
3)Airports queues
4)Parking queues
5)Cafeterias
6)Government hospitals
Why Banking queues are different from the queues listed above?
1)Too many processes (tasks one come for)
2)Large amount of money is involved
3)Deposit to - can take multiple paths (individual, loans, savings, FD etc)
4)Why with drawing from banks require - Less paths but more authentication ?
Designing for
Trust & Touchpoints
Happy client
Designing for Trust & Touchpoints while taking strength from Technology and Transactions
Designing for Trust & Touchpoints while taking strength from Technology and Transactions
The future of ATMs and CSPs
Adding compact iris and face recognition modules
About the project
My Role : UX strategist
Duration : 1 week
Organization : Design For Change Community
5+
Locations
30+
In-person User Interviews
15+
Survey respondents
Takeaway & Next steps
Digital Training
Tools-such as emulators or simulators-at bank branches, ATMs, and Customer Service Points (CSPs) can be a highly effective way to help amateur banking users overcome their fear of making mistakes.
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Scaling up the study will provide deeper insights necessary to make the system design more flexible and adaptable across diverse scenarios.
