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Warstories from Institutionalizing UX in Bankdata
Agenda
Bankdata
Bankdata is among the biggest financial IT companies in Denmark having:
700 employees
IT system used by:
• 7385 bank employees
• 1.6m bank customers
11 owners
Alm. Brand Bank
Djurslands Bank
Jyske Bank 45%
Kreditbanken
Nordfyns Bank
Nordjyske Bank
Ringkjøbing Landbobank
Skjern Bank
Sparekassen Sjælland-Fyn
Sydbank 29%
Østjydsk Bank
Bankdata develops solutions for:
• Online banking
• Mobile banking app
• Bank advisor tools
• ATM’s
• IT support for the banks
• Security
• Prevention of terror financing
What is UX?
https://www.youtube.com/watch?v=9BdtGjoIN4E
User eXperience (UX) – what is it?
Externalmotivatingfactors(System)
triggers
Don´t makeme think
Don´t makeme feel stupid
Emotions, beliefs, preferences, perception, comfort, behavior and accomplishment
Overall system performance
(objective)
Humanwell-beeing
(subjective)
Satisfaction
Effectiveness
Efficiency
US
AB
ILITY
Anticipated use Actual use After use
Source:http://uxqb.org/wp-content/uploads/documents/CPUX-F_EN_Curriculum-and-Glossary.pdf
User-Experience (ISO 9241-210)
Anticipated use
During use (Usability: Effectiveness, efficiency and satisfaction)
After use
Overall system performance
(objective)
Humanwell-beeing
(subjective)
Satisfaction
Effectiveness
Efficiency
US
AB
ILITY
Anticipated use Actual use After use
Source:http://uxqb.org/wp-content/uploads/documents/CPUX-F_EN_Curriculum-and-Glossary.pdf
User-Experience (ISO 9241-210)
Competency overview (situation)
+50 dev. Teams(very scattered UX skills)
UX-team: 3
To run a professional and successful UX initiative we need
People
ProcessTechnology
B-agile
No UX-
proces
UX is UI
Top-management (Bankdata)
Good usability on customer (and employee-oriented) systems is today an integral part of the customer experience our banks offer. Today, customers expect that even advanced applications and apps can be used immediately without help or instruction. This means that usability is an absolutely central discipline when we build our solutions to ensure intuitive and thoughtful design.
We got acceptance, but no commitment!
IT(Department)
BUSINESS
User requirements as perceived by the business (Recall bias)
GeneralizeOmitDistort
Behavior never lies.
Behavior never lies.
Team - UX Competencies
Most teams with no or very little UX competencies
• Knowledge
• Experience
• Personality
Real users
• Hard to access
• Underutilized since teams do not have the competencies to use them correctly.
• Teams were content with answers from the PO about users and their needs.
Tools for running remote usability tests
Feedback tools - measuring effort and satisfaction
Tool for running pilottests or A/B tests
Very limited analytics (pageviews)
Design guideline and live showcase
To run a professional and successful UX initiative we need
People
ProcessTechnology
Human Centered Design (HCD)
An approach to design that aims to make interactive systems more usable by focusing on the use of the interactive system and applying human factors, ergonomics and usability knowledge and techniques.
Plan the human-centered design
process
Understand and specify the context of
user
Specify the User Requirements
Produce design solutions to meet user
requirements
Evaluate the designs against requirements
Design solution meets user
requirements
Iterate,whereappropriate
SCRUM og HCD
HCDSCRUM
Scrum and HCD is a strong combination.
http://agilitrix.com/2017/08/agile-is-a-means-not-the-goal/
Knowledge valueRelevans Customer value
Testable Usable Lovable
https://dandypeople.com/blog/example-of-product-discovery-and-delivery-process-with-one-team/
UK.gov service design manual
Top-management (Bankdata) & Bank executive level
We have to do stakeholder interviews on top-management levels to understand how we can serve the purpose of the organization as best as possible.
UX is NOT the goal but a mean to an end.
Sense & respondHow Successful Organizations Listen to Customers and Create New Products Continuously
Product management
PO• Embrace uncertainty and reduce risk by letting the team test
assumptions and prove the relevance of a given feature• Coordinate bigger initiatives with relevant teams to create an Omni
channel experience
Team• Show results of usability tests that proves the worthiness of a design
Stakeholder-group:• Ask for proof that a solution created the wanted outcome.
UX Competencies – new organisation
Subject Matter Experts (UX-team)• Coaching, new UX knowledge, tools
and strategy
Department. UX• Cross functional UX team, whom are
competent and can help teams across departments
Teams: light-UX• Light UX competencies. Must
complete the CPUX-Foundation course and is responsible for involving depart. UX when necessary. (>60 colleagues have completed the course)
SME
Dep. UXCrossfunctional
Team: light-UX
Real users
Deal with the banks regarding access to the employees
Customer panel created and easily accessible
Customer insight tool- user recruitment based on use
Remote usability testingcapabilities
WebEx +
User.watch
UX portal(good practise and templates)
User Experience Canvas
Analytics
Customer effort score
Level 6
Level 1 Level 2Level 3
Level 4Level 5
Level 6Level 7
Level 8
Goal
Corporate Usability Maturity level
Here are 6 mistakes that UX teams frequently make:
1. Not doing proper user research.
2. Trying to build UX from the bottom up.
3. Falling into the ‘cargo cult usability’ trap.
4. Being too academic.
5. Being too insular.
6. Failing to educate the organization about UX.
https://www.userfocus.co.uk/articles/6-mistakes.html
