CX & SERVICE DESIGN

Currency Exchange service

We were approached by a new FinTech start-up to help design and shape a new innovative currency exchange experience, that would allow individuals to share their wealth worldwide through Gold.

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Understanding customer behaviours in transferring money abroad

  • We created an Experience Map to represent the key issues in the existing end-to-end journey when people transfer money from the UK to around the world, to help support their families.
  • This Experience Map highlighted the identified issues, pain points and emotions with the existing services available today, as well as the behaviours & trends of potential customers across the world.
  • We were able to clearly identify key areas of what the core proposition should offer, and create a PoC to represent what a successful, innovative experience and service would look like.

Methodology

  • Quantitative analysis
  • Stakeholder workshops

Artefacts created

  • Experience maps
  • Personas

Designing the service to deliver the innovative experience

  • Once we knew what the end customer experience should be – aligned to the core proposition – we then focussed on designing the service, represented by a ‘Service Blueprint’, to provide a clear view of the required processes, teams, operations, risk management and technology to support it (including 3rd party integration).

Methodology

  • Stakeholder workshops
  • Roll-play exercises

Artefacts created

  • Service blueprints

Bringing the proposition to life

  • We created a PoC to bring the proposition to life, by building a clickable prototype to represent some of key features.

Methodology

  • Ideation workshops
  • Stakeholder workshops

Artefacts created

  • Sketches
  • User flows
  • Wireframes
  • Visual Designs
  • Prototypes

Let’s talk.

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Get in touch with our Head of XD, Andy Wilby, to discuss more about how our years of designing and shaping experiences within the payment and FinTech industry can help you achieve your ambitions.

Andy Wilby | Head of Experience Design

0113 201 0600

xd@answerdigital.com

LinkedIn profile >

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