Design Research Case Study for Banking Services

This case study outlines the design research conducted for one of the largest global banks in the UK, focusing on various aspects of customer experience improvement. It details the methodologies employed, including one-to-one interviews, diary studies, focus groups, and workshops aimed at aligning teams. The study emphasizes the importance of understanding customer needs and motivations, validating expectations, and gathering feedback on product features. It describes the process of mapping the end-to-end mortgage journey, identifying pain points, and creating personas based on user behaviors. The research also involved conducting a landscape review of competitor journeys and utilizing insights from diary studies and depth interviews to inform design decisions. The case study highlights the collaborative approach taken with the client’s design team to enhance the overall customer experience and ensure that the insights generated are effectively communicated and utilized throughout the design cycle.