Learning launch

Challenge

I am a member of my organization’s redesign for the new E-Banking team. Our challenge  is to design a new, modern, omni-platform digital banking to provide a unified customer  experience throughout. The user/customer will receive the same experience whether  using the mobile, internet or ATM interface. Although our customers are generally  satisfied with our existing ebanking, it has a dated interface and our customers have to  know exactly where to navigate to find all the features we provide. Our main scope is to  redesign the ebanking in a more user friendly way so as to make it easier for the user to  find the information or transaction needed.

Selection

The tool selected for our challenge was the learning launch. This tool is perfect when you  want to get early a quick feedback onto something that is not completed yet. Redesigning  an ebanking platform is a continuous process and it is difficult to change something once  it is already developed.

Application

For our first learning launch we focused on the user experience. We used html pictures of  the redesigned welcome page that would appear after the user had logged on. Then we  asked different users to tell us their opinion. The users asked to participate where from  different technological backgrounds and different age groups. When shown the new  welcome page they were asked to indicate where they thought they should click to make  a transaction, to see their account available balance, where they could change their  settings and whether it will be useful to have a more personalized experience.

Our second learning launch came few months after the first. For our second learning  launch we had already developed some functionality of the new ebanking and then let  the users test it. They could log on, navigate with a test user, see the test user’s account  balance and perform transactions in a prototype test environment.

After each learning launch the users were asked about their overall experience, their  personal opinion and their thoughts about it. The feedback we got from the first learning  launch was used to design and develop the second one.

Insight & Approach

What I have learned from this experience is that the learning launch tool is very efficient  for a quick feedback even at the beginning of a project. The use of a prototype can help  to really understand what works and not. It is something you can use to test assumptions  or even test an idea. The feedback we got from our first learning launch really helped us  understand and adjust our developing focus to a more user friendly experience. Then on  the second approach we tested if the incorporated feedback of the first was a success.  Though we did make progress and met most of the satisfaction criteria our users had, still  there were things to improve and some we should have thought and developed  differently.

Our next approach would be to incorporate the insight gained from both launches and  plan the next learning launch. We are still at the beginning of this project with a lot of  work ahead of us. Hopefully each future launch will get us a step closer to our goal:  Redesigning a more modern, user friendly and up to the user expectations ebanking.


Learning launch Challenge I am a member of my organization ’s redesign for the new E - Banking team . Our challenge is to design a new , modern , omni - platform digital banking to provide a unified customer experience throughout . The user / customer will receive the same experience whether using the mobile , internet or ATM interface . Although our customers are generally satisfied with our existing ebanking , it has a dated interface and our customers have to know exactly where to navigate to find all the features we provide . Our main scope is to redesign the ebanking in a more user friendly way so as to make it easier for the user to find the information or transaction needed . Selection The tool selected for our challenge was the learning launch . This tool is perfect when you want to get early a quick feedback onto something that is not completed yet . Redesigning an ebanking platform is a continuous process and it is difficult to change something once it is already developed . Application For our first learning launch we focused on the user experience . We used html pictures of the redesigned welcome page that would appear after the user had logged on . Then we asked different users to tell us their opinion . The users asked to participate where from different technological backgrounds and different age groups . When shown the new welcome page they were asked to indicate where they thought they should click to make a transaction , to see their account available balance , where they could change their settings and whether it will be useful to have a more personalized experience . Our second learning launch came few months after the first . For our second learning launch we had already developed some functionality of the new ebanking and then let the users test it . They could log on , navigate with a test user , see the test user ’s account balance and perform transactions in a prototype test environment . After each learning launch the users were asked about their overall experience , their personal opinion and their thoughts about it . The feedback we got from the first learning launch was used to design and develop the second one . Insight & Approach What I have learned from this experience is that the learning launch tool is very efficient for a quick feedback even at the beginning of a project . The use of a prototype can help to really understand what works and not . It is something you can use to test assumptions or even test an idea . The feedback we got from our first learning launch really helped us understand and adjust our developing focus to a more user friendly experience . Then on the second approach we tested if the incorporated feedback of the first was a success . Though we did make progress and met most of the satisfaction criteria our users had , still there were things to improve and some we should have thought and developed differently . Our next approach would be to incorporate the insight gained from both launches and plan the next learning launch . We are still at the beginning of this project with a lot of work ahead of us . Hopefully each future launch will get us a step closer to our goal : Redesigning a more modern , user friendly and up to the user expectations ebanking .