https://jones-hernandez.com/main/tag/listindex.htm

ASSIGNMENT

Use of a design tool to solve a challenge of my choice.

CHALLENGE:   MTN Rwanda is a leading retail bank in Nigeria. It has evolved from an obscure Nigerian Bank into a  world class African financial institution.    MTN Rwanda has built its strength on deploying cutting edge innovative solutions to customer’s  problems.     As part of its continuous growth strategy, MTN Rwanda is focusing on coming up with an  innovative fully digital banking product where customers can open accounts and carry out  transactions without walking into a banking hall.     SELECTION:   Storytelling has been selected for this project because we are trying to build a product that will have  longevity in the retail space.     We also know that every great product story connects to the emotions, characteristics and values of  customers that use the product every day.    Story telling is about the connection that we give to our customers about the new product information we  want to share.     APPROACH:   Story telling has an emotional connection and unites people together. We are giving our customers a  digital narrative on the pros of a digital bank. We are segmenting the customers into different buckets  using PERSONAS. (Derived from the data available in-house) So, we intend to create a story that every  persona can relate with why they should be onboarded on the new digital product.    We would ensure we come up with what would be frequently asked questions by customers and create  stories around the answers to such questions.       INSIGHTS:   Stories take on a variety of forms: digital storytelling, visual story telling etc. Story telling through videos,  skits, animations, text or images. These forms open possibilities for many analytical approaches. The  trends and patterns derived from the analysis in form the bases of additional qualitative and quantitative  data collections.    Listening to and empathising with customer’s needs, gained insights into the current challenges faced  with brick and mortal banking.       APPROACH:   Next time, I would also use the learning launch approach, because we are launching into an unknown.

https://jones-hernandez.com/main/tag/listindex.htm

This involves coming up with what are our key customers’ expectations and assumptions. Because we  need to figure out what customer’s need are.    We would need to create a hypothesis. Our idea must relate to a specific group of customers. We are  focused on solving the pain.    The purpose of a learning launch is to get the truth and then the truth either confirms or disconfirm your  assumption.

