research
mindsets
We found that personas would be too broad to define the audience, so we came up with mindsets after realizing a client can move between different mindsets as life happens.
the real problem
When we merged user needs with business reality, the real problem became clear.
While Carrefour’s bank offers credit, a means to have ACCESS to everything they need, we found that our clients need help taking care of their finances, whether by organizing and keeping track or by avoiding debt. We called it COMFORT.
Scoping
The as-is user journey has 4 big steps, each divided into its own interactions: Awareness, Acquisition, Use and Administration. But to really fill the gap, we realized we had to act a few steps earlier, so we introduced Planning and Find Offers. With that in hand, we could illustrate the impact we could make.
Analysis
Considering user and business needs, and after a co-creation session with stakeholders, we designed the future of Carrefour Bank’s experience based on 2 user tasks. To gauge the potential, we built one task around a daily use story and one around a monthly story.
user task
We defined a user task as a path to build the features. At this point, we could see how to connect the service concepts into a product.
prototypes
With the macro steps defined, we broke them into more specific features and designed the small interactions of the product.
CURRENT SCENARIO
design drivers
Based on the users’ mindsets, we focused the design on 3 pillars.
Simplicity
Visual elements and communication that make interactions easy to use and understand.
Fluid
Focus
Help users find the information they need, when they need it.
Past work
United Health
Bayern
Carrefour
Banco Votorantim
UOL
Groupon
Mundi