NatWest App - Savings Goal Tool UX

To understand the problem I worked with the other experience designer to look at the Google Analytics data that we had, conducted interviews with stakeholders, looked at competitors both direct and in-direct as well as conducted a UX benchmarking audit of the existing experience. We also looked at work that has been recently done around identifying the consumer archetypes to generate empathy and understanding (goals, motivations, frustrations, quotes).

Using all the data that we had collected, we conducted an analysis workshop and narrowed down on the most important problems to solve using How Might We questions, to focus our attention for the ideation.

We then ran an ideation workshop using a sketching technique and voted on the most desirable ideas. Once we had our top voted ideas, we then looked at each one through an experience lens to see which ones aligned with our NatWest Experience Principles.

We then prioritised based on value to the user and feasibility to the team to ensure that we would be designing something that was feasible for the team to build. We discussed which ones we wanted to visualise to get feedback from our users during testing in order to get the most value from the user research.

We created a user research plan that would test 3 prototypes, the first being the original and the other two were different approaches, such as one included a stepped process and one reduced the steps to a few screens. I ran 8 x user testing sessions and conducted an analysis workshop to uncover the key insights and synthesised those down into actionable steps for iteration. The iterations were then made to the selected prototype which was showcased to the wider team and scoped for build. The same benchmarking exercise was carried out on the new designs to measure the experience enhancements and showed the success of the project.