Reflection - Mind Mapping

Challenge

I'm working for a bank in Vietnam, and I am responsible for design the e-payment experience  for customers using our bank's mobile app. Currently, we are focusing on designing a solution  to scan QR codes when paying at the counter for customers. The challenges that we faced  include two main things. The first is about user experience. When observing customers'  particular payment habits in Vietnam, customers still prefer to use cards and cash for small bills.  Customers often use only scanning QR codes to Payments when accompanied by a promotion.  Our mission was to design a QR code payment experience to cover the card and cash payment  method at a small store. The second challenge is to acquire merchants to use our services, and  we have to depend on a 3rd party to deploy our network. That leads to our ideas was limited if  we want our solution to be viable.

Selection

To solve the two main problems above, I have chosen the Mind mapping technique. We need  to observe and understand the problem from multiple dimensions. The mind mapping  technique helps us connect the obtained data and information effectively in planning and  implementation.

Application

I have conducted two workshops serving two purposes: understanding the customer's problem  (empathize with our customers) and identifying issues related to business, technology, partners  to prioritize the ideas we have.    In the first workshop, I invited the project's direct members to participate, including BA, UI  design, UX copy, Risk manager. Based on results from in-depth interviews with several key  clients and the online surveys, information is displayed on the board and highlighted under the  categories "What is customer sees, says, does, hears." We discuss and group related  information together and write the notes about the meaning of that information cluster, based  on which to draw customer insights.    I invited all stakeholders on client management, tech, business, and design in the second  workshop. I presented research results on customer data and aggregated insights from the first  workshop on the board. The guests join in to discuss and write down their problem-solving  ideas and knowledge. Then we grouped similar ideas into clusters, naming them. Finally, we sit  down to evaluate their feasibility and prioritize them, insert them in the backlog, and define the  timeline to implement those solutions.

Insight

By applying mind mapping, we get a good overview of the problem based on the gathered  things.   -  Our customers want to use the most simple and fastest payment tool for them at checkout,  so they choose the method that takes as few steps as possible without overthinking.

-  Several companies are leading the payment market with an extensive merchant network.  Because they want to attract many new users, they are constantly giving promotions to  customers who are not interested in promotions very much.

-  The technology team members have come up with solutions to connect with intermediaries  and internal management services that still make some of our ideas feasible.

Approach

In addition to some possible solutions for implementing the first version, I will continue to use  mind mapping to identify new, unsolved and outstanding issues to handle after validating our  assumptions. Besides that, we will apply the Learning Launch technique to update and validate  our concept. Then we use mind mapping to find ideas and evaluate their performance. That  process will be applied over and over again.

