Design thinking : Case study for the Whole Bank
Brief : Whole Bank wants to give a different way to save and manage money by giving innovate options for traveling customers. The bank would like customers can pay without their physical card. Traveling has become a part of everyday life and it is more comfortable when you can buy easily all things you want.

- Travelers depend on their card to pay or ATM machines.
- Some shops don’t authorize to pay with card.
- Individual or a group of person who can damage, loose their card.
Questions asked to users
- Why do you travel (Business, hollidays, family … )?
- What payment methods do you use when traveling abroad ?
- What problems have you already encountered to pay abroad ?
- What do you like or not like of contactless payment ?
- Do you want to pay with your mobile app ? Why ?
- What other services would you like to have on applying your bank to pay abroad ? Why ?
Problems found after interviews
- Travelers use their card only in Europe because of the exchange rate is too high in others countries (and with the bank charges too).
- Individual people don’t find easily ATM machines in a foreign country.
- Some travelers need to find banks or tradespeople because the value of the ticket withdrawn is too important to buy certain products.
- Persons have problem when they have reached their ceiling of withdrawal of money.
- People are affraid of using contactless payment because they don’t give password before paying (secure)
- In underdeveloped countries, the connection is so low that they can connect their phone to Internet.
Solutions
- Users have a special account for the contactless payments with a limited amount of money. They can add money from an account to a account.
- Anticipate their spendings and discover bank fees added to the exchange rate before the payments or during the payments. A comparaison between bank fees of change et bank fees of card payments.
- Because mobile phones can be stolen, they will be able to block and unblock the secret code of the bank card, reinitialize the secret code too, make opposition, active online payments, active foreign payments, daily withdrawal limit, daily payment limit.
- Users can find a dashboard divided in categories for the spendings and receipts.
Interviewers talk about a lot of needs but I decided to concentrate me on one solution : an application which manage your budget with security. Travelers would like an application which let them to control bank charges between tickets of ATM machines and contactless payments (exchange rate), inbound and outbound flows. They woud like to manage the maximum ceiling with secure and be sure that the recipient bank is recognized.
Prototype and interactions

Key things that I learned
This UX case Study learned me to empathize through different interviews by just listening the interviewers’ point of view. It was interesting to listen different anecdotes and so, their different needs. Instead of developing only one solution, I think it was crucial to find different functionalities in order to answer to several needs.
