You must know this upfront, I can’t reveal the identity of the bank, logos, pictures, and the information you may want to know, but, I can tell you a couple of things that may be interesting.

The process

• The Team
  As part of this journey, we partner with the regional team of Ernst & Young (EY). A Business Consultant & a Service Designer, join our team.
  Our team was formed with the most exceptional combination possible:

  • User Experience Consultan (ME)

  • Digital Business Consultant

  • Senior Architect Developer

  • Bunch of Business People

• The Method
  We approached the challenge with the Lean Startup & Design Thinking process. Map the Customer Journey, interview previous customers, interview the subject matter experts and analyze the data.

  We presented our findings to the Bank and then we brainstorm solutions.

• The Pivot
  Yes, We have to pivot.
  Our findings were clear and this was a pivotal moment, we needed to redefine the entire project.

The building phase

• Design decisions
  With the insights we found we choose to:

  • Create a Progressive Web App
    This allows our clients to have an immersive experience without download a new app and consume their data.

  • Use Watson AI
    To ensure that we were capable to serve all the new customers we filtered their information with one of the most advanced IA possible Watson.

  • Simplify the process

    We created internal short-cuts to help the Bank to give a better response time and keep their customers happy.

  • Give status visibility

    We gave to the user visibility of their request

The takeaway

• Pivot in big clients
  It is hard to challenge the main reason you were hired, but you have a professional responsibility, to be honest with your client and with yourself.

  Assume the responsibility and also, prepare something, don’t get to your customer with just the insights. If you need to pivot don't get there with empty hands.

  If you have the right data and insights but still not feel safe to propose a pivot to the client. You are not alone.

• Understand the constraints
  Get as many contexts as you can from your users, you have to decide everything with empathy, even if your team feel uncertain about it.
  Understand your roll on the project, let others assume their responsibilities, you are part of a team, create an experience is not a solo man show.
  Try to engage other designers to the board, allow them to criticize your decisions and insights, be bold to explain but open to new ideas.