Nordea, Scandinavia’s biggest bank, already had a solution in place for financial planning that was used more than 100.000 times each year during wealth advice meetings in Scandinavia when i was brought in on this project.
During interviews and field research in Denmark and Sweden we were able to identify that the current solution had some flaws: Customers experienced cognitive overload and were unable to process the information they were presented with. Together with experienced advisores we set out to map the user journey to establish empathy with our users. We already knew much about our users from previously user research and used those personas in this project. Also, the solution had to be compliant in 4 different countries with different regulations and yet flexible enough to handle unique use-cases.
We were committed to finish the project within one quarter, so we moved fast from user journey mapping, to ideation and final execution following this process:
We used Journey Mapping to establish empathy with our users and to get an overview of the entire process. In order to move fast we worked in 2 weeks sprints with tasks planned ahead. We also used our whiteboards to share ideas and progression. This helped us achieve transparency in our work and enabled us to have better conversations with our stakeholders.