Design thinking study case

Client

Carol Holmes

Carol Holmes is currently in charge of the Innovation Department of Whole Bank. She’s been helping her CEO migrate from a traditional bank to a more technological and user-friendly company.

Company

Whole Bank

Whole Bank started operations in Framingham, a small town in Massachusetts, United States. Their goal was to offer a different way to save and manage money by giving customers innovative options such as virtual currencies.

Main problem

After interviewing several persons, I found there were several issues, some persons find annoying having to call their banks each time they travel to another country, and even after calling some times credit cards are blocked for security reasons. Other area of opportunity I found was that travelers try to buy cash before they leave, in some countries, handmade souvenirs can’t be bought with credit card, so many times cash is needed.

Solution

Whole Bank already has an app which can incorporate some features to it, first feature would be being able to pay just like apple pay o google does, using modern technology. The main difference will be that users will be in control of their movements directly in their bank app and not in a third party app.

For feature 2 I suggest a withdrawal section where you can see commerces near you and get some cash by paying through the app and showing a QR code.

With this exercise I realized that sometimes user needs can be really different from person to person and some times several needs can be addressed at a time but solution can be a bit more complex.

Osvaldo Rivera Mendoza

Written by

Diseñador UX/UI

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