CLIENT

In-house at Bank of Queensland Group

MY ROLE

Service Designer

NOTE

Unfortunately, details of my time at the Bank of Queensland cannot be included in this case study as they may have a material impact on the Bank and its business.

THE PROJECTS

With a focus on improving customer experience, digital transformation and building out their new digital banking platform, BOQ Group is actioning various projects across multiple phases of the customer lifecycle.

HOW I
HELPED

Assisting the lead service designer, I supported projects by:

- Drafting initial project plans
- Conducting desktop research and competitor analysis
- Drafting initial discussion guides and surveys
- Conducting user and stakeholder interviews
- Synthesising data and developing initial findings and insights
- Drafting assets such as empathy maps, personas, current-state and future-state
   journey maps and service blueprints
- Drafting reports, recommendations and presenting findings back to stakeholders

THE PROCESS

The Process of Design Squiggle by Damien Newman, thedesignsquiggle.com

Assumptions

Discover

Define

Develop

Deliver

Assumption mapping

DACI and stakeholder mapping

Project plan

Desktop research

Competitor analysis

Customer feedback and business analysis

Research plan

Discussion guide

User interviews

Surveys 

Refine stakeholder mapping

SME & stakeholder interviews

SME & stakeholder workshops

8Ps mapping
(People, products, places,  processes, platforms, performances, policies, purpose)

Initial current-state experience mapping

Initial current-state service blueprint

Affinity mapping

Themes & insight development

Empathy maps

Personas

Refine current state experience map

Refine current-state service blueprint

Ideation workshops

Concept cards

Feature analysis

Prioritisation frameworks

Initial sketches

Lofi wireframes

Prototyping

Usability testing

User feedback

Iterations

Final assets:
Service blueprint

Research report

Tiered recommendations report

KEY PROJECT OUTCOME

By exploring concepts and mapping out the future-state app onboarding experience for a certain customer type at one stage of the customer lifecycle, the findings went on to inform the app build, features and the internal systems required to facilitate the collective experience.

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