XCash — Change The Way You Change Money
A 2 week sprint to create a “Human Centered Design” product for user experience and interaction, rather than the business and sales/marketing focus. We chose the familiar act of changing money for the retail market. There are over 1000 licensed money changers in SG and every single adult has at some point used them but we wanted to find out more…
We first started by creating a screener survey to find out who would be good candidates to interview and focus the design around. In a short 2 days, we had 56 respondents answer some basic questions…and we got some surprising results.
Then we chose 9 people of the screened to dig deeper in the pain, pleasures, context, and behaviors of changing money. Then we did some affinity mapping. Across the board, we found some common responses.
Essences from the interview responses. Common thread was “I will go out of my way for better rates but money changers are confusing and frustrating.”
Then we decided to investigate the age old industry of money changers, from the business side. We conducted several interviews to understand habits, transactions, and typical situations with customers.
Then we created a journey map to understand the end to end process of changing money and where the pain points are where we can pinpoint and recommend changes through technology.
Having researched through screeners, interviews of customers and subject matter experts, and a detailed journey map, we decided to create a persona to base the design around.
As a part of our Competitive and Comparative analysis, we looked at these companies.
Even for this this rapid prototyping MVP project, we followed the Double Diamond method and now started on the 2nd diamond.