“Well, frankly, you’re the worst, and it’s not close.”
UX Research culminates in telling a compelling story that helps designers and developers to craft the right solutions for users. See the story of how ESB identifies issues, improves its loan application process and delights its clients.
I’ve made this comic strip to be concise and entertaining. If you want more details, read the full case study here.
The Tough Talk
Back aT THE BANK...
Ronnie works with RMs to craft a survey.
THe results are in!
62% response rate for surveys! Excellent but…
Let’s put our research to work! Create a draft …and test it!
Proof of Concept!
Before rolling this out to all clients, let’s pilot this!
ESB’s client gets honest about how the bank stacks up against compentitors.
Is this an isolated case? Who else feels this way?
but, How do we fail?
OK, It’s clear we fail, but why? I need to interview Relationship Mangers, stakeholders in credit department, compliance, clients…
