top of page
VANCITY CREDIT UNION
Appointment Booking Feature for Banking App
General
-
Individual Class Project
-
Sole Product Manager
-
Sole UX/UI Designer
-
Sole UX Researcher
Methods
-
Ideation/Brainstorming
-
User Research
-
Iteration
Deliverables
-
Wireframes (Figma)
-
Prototype (Adobe XD)
-
Mockups (Adobe XD)
​​
Project Overview
Opportunity Discovery
-
What assumptions can I make regarding Vancity members and the problems they face?
-
What potential business problems stem from these assumptions?
-
What hypotheses can be derived from Vancity member's problems?
-
What do members say during interviews?
Customer Research
-
Refine hypothesis based off of interview feedback
-
Create Personas and User Stories based off interview feedback to guide product development
Minimum Viable Product (MVP)
-
Create MVP
-
Define how it will accurately gauge any interest in potential appointment booking feature for Vancity's mobile banking app
Success Metrics
-
Define what metrics will be used to measure success of product post-launch
-
Define why these metrics worth measuring
Design Thinking
-
Use insights from customer research to ideate potential prototypes and mockups of an Appointment Booking feature for Vancity members
Opportunity Discovery
Assumptions about Vancity Members
-
Vancity members are frustrated by long wait times both in the branch and through the call centre
-
Vancity members have accounts at other financial institutions
-
Majority of Vancity members below age 50 prefer to manage their finances through online banking
-
Members only visit the branch or phone call centre when they have issues they cannot resolve themselves
Potential Business Problems
-
Members will view the customer service of Vancity poorly if they are consistently faced with long wait times both in branch and through call centre, which can lead to members using other institutions as their primary financial institution
Problem Statement
-
Members who have complex issues that cannot be solved through online banking do not get supported in a timely manner, resulting in feelings of frustration towards Vancity's customer service​
Preliminary Hypothesis
-
Changing the way Vancity members get their complex banking issues addressed
-
Into a quicker and more efficient method
-
Will increase member satisfaction with Vancity's customer service, leading to an increase in primacy members
Interviews
Interview Feedback
Customer Research
Refined Hypothesis
-
Changing how members currently book appointments with Account Managers
-
Into a self-service method of booking appointments
-
Will reduce branch and call centre wait times, allowing members to have their issues tended to in a more timely manner which will result in an increase in satisfaction with Vancity's customer service as well as business opportunities
Why Create Appointment Booking Feature for Mobile App?
Reduced Wait Times
-
Branch and Call Centre wait times should decrease as members with complex inquiries will no longer need to phone in or visit a branch to get an appointment booked, allowing for other members doing transactions to be served quicker
​
Appointments Booked Faster
-
Members with complex inquiries can get appointments booked ASAP regardless of branch or call centre queues and hours of operation
​
Increased Lending and Investment Opportunities
-
Members will have an easier time inquiring and hearing about products or promos
-
Less hoops to jump through in order to sit and speak with Account Manager
Personas and User Stories
Minimum Viable Product (MVP)
Overview
What is it?
-
The MVP would consist of signs at the front desk of multiple Vancity Branches, each sign would include a phone number titled "Financial Advice After Hours"
Who is it for?​
-
It is for members who want alternative methods of getting in touch with Account Managers
​
When would the MVP take place?
-
2 consecutive weeks in the summer of 2023
​
Where would it take place?
-
The 15 Vancity branches located in Vancouver, B.C
​
How does it work?
-
Posting an alternative method of contacting Account Managers at Vancity Branches allows us to track how many inbound calls are received
-
Can use the number of calls to gauge whether or not there is an appetite for additional ways of getting in touch with Account Managers
​
Why is an MVP important?
-
We can see whether or not Vancity members want and would use alternative methods of connecting with Account Managers
-
Before putting time and effort into developing a product or feature it is important to know whether or not there is any interest in the proposed idea
Success Metrics
Closed Referrals and Opportunities
Track how many referrals for new products and services (Lines of Credit, Mortgages, New Investments) were closed as result of appointments booked via the mobile banking app
Appointments Booked Outside of Branch and
Call Center Hours
Track how many appointments were booked using the mobile banking app and compare to the number of appointments booked via calling into the call center and visiting the branch
Design Thinking
Brainstorming
Before beginning the design process I decided to brainstorm as much relevant information connected to the concept of booking an appointment with a Vancity Account Manager.
Low Fidelity Wireframes
The wireframes were based off of the brainstorming I did earlier in the design process. I initially broke down the appointment booking process into 3 distinct parts: Selecting the appointment type and meeting method, Selecting the date and time, Inputting contact info of the member.
Mid Fidelity Prototype
For the mid-fidelity designs I decided to separate the appointment booking process into 4 parts as opposed to the 3 in the original wireframes. First, users would need to select an appointment type and their preferred meeting method. Second, users would need to select their preferred date and time for the appointment. Third, users would need to input their personal contact information. Lastly, the confirmation receipt would display after the appointment is booked.
Final Design Mockups
Conclusion
This was the first Product Management project that I had taken on and I found it to be very challenging and rewarding. I really enjoyed working within the problem space and trying to figure out what challenges users are facing. I found that working to understand problems as opposed to solutions is the key to building a solid foundation for the rest of the project.
My favourite part of the project was the process of creating assumptions and a preliminary hypothesis that could be either validated, augmented, or scrapped altogether based off of user research (interviews, surveys, etc). The act of problem solving is very satisfying and conducting research to validate hypotheses is very satisfying.
In the future I hope to work in teams so I can get more experience with convincing others that a problem is worth solving. As this was an independent project and I did not have to convince a team of designers, marketers, and software engineers that this problem was worth solving, so I had it a bit easier than an actual Product Manager.
bottom of page