Gathering opinions on mobile banking features
A major UK bank wanted to understand which new app features would engage most with their customers. I worked with a design agency to plan and execute a series of workshops in different parts of the UK, talking with 48 customers about their digital habits, mobile banking preferences and opinions on planned features for making mobile app banking more interesting and more useful.
My approach
During each workshop, I moderated groups of participants as they each progressed through the activities. My aim was to encourage individuals in each group to share their thoughts and opinions during each activity.
Space for all to share
To encourage all participants to reflect and share their opinions, I created a simple board game using a 'spinner' to allow each participant to play and speak about a particular feature at random.
Imagining future scenarios
To introduce new features to workshop participants, I created a series of 'everyday scenarios' and used storytelling to direct participants to imagine future situations, asking how they might react and rate new product features.
Outcome
Following the workshops, comments and notes were collated and grouped into three categories: current features, planned features, and future ideas.
These were then sorted and mapped on a customer-business value matrix to identify which features to prioritise for future development. Each zone contained a mix of planned features plus ideas generated by customers during the workshop events.
This provided the client with a list of features to develop, prioritised according to both customer and business value.