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While in Caixabank I have been developing tasks as a User experience consultant, most of the time for a joint venture with supermercados Dia. This means I have been more focused on the strategy insights and participating in the first stages of the project.
Gathering requirements from the stakeholders and possible needs from the upcoming customers, and transforming them into documents that finally ended up being a clear position in the market and low fidelity prototypes and workflows.
Technologically we used to built every new applications based on the existing ones, so we had room to improve with every new project. First and foremost, we detected a large number of items accessible from the main menus so we proposed a card sorting to determine if all the items where equally important or not.
Another project we have been working on is the inclusion of a new process to get the PIN code. As we were managing two options, we carried out a series of guerrilla tests with customer support agents to see which variable felt faster, more secure, trustable and clearer in general terms.
