Fiserv - Crypto in Online Banking
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My Role
I worked with a multidisciplinary team which had background experience in design, programming, 3D modeling, and psychology. I managed the scheduling and facilitation of most of our expert and user interviews and served as one of the main points of contact with our sponsor at Fiserv. I assisted the team with literature review, prototype design, and contributed heavily to conducting our user research.
Project Overview
Cryptocurrency is a relatively new and not widely supported technology. In a project sponsored by Fiserv, our team investigated whether cryptocurrency integration would add value to a user's online banking experience, and if so, how to support users’ management of cryptocurrency within traditional online banking services. By assessing the needs of both cryptocurrency users and non-users, we sought to determine if cryptocurrency and online banking were a good fit.
Execution
During the course of this project, our team employed a variety of research methods. Our initial work allowed us to gain context in the problem space and a better understanding of our target users. Our team was relatively inexperienced with the technology of blockchain and cryptocurrency and much of our research was focused on understanding the technology before we moved on towards more user-based research. Ultimately, our efforts enabled us to create a strong foundation of information for brainstorming design ideas to work towards a solution.
We aimed to design and test ideas for online banking interfaces that would allow users to interact with cryptocurrency. Using the research we have conducted, our team brainstormed ideas that could address the problem space and meet the needs of current cryptocurrency owners while also being accessible to non-owners who are interested in the cryptocurrency market. From our data, we had the following user needs and design implications to move forward with feedback sessions.
- Volatility Awareness – make very clear the risks associated with volatile assets
- Safety – documentation, error prevention text, and security (e.g. handling keys)
- Ease of Management – useful, intuitive cryptocurrency management tools; minimal, aesthetic design
- Knowledge and Understanding of Crypto – educational resources
- Access to The Top Coins – offering a selection of the most popular cryptocurrencies
Results
From our average SUS scores (84.58), low error count, quick task completion times, and low heuristic violation scores, we are able to determine that our designs can be considered highly usable. Many of our feedback comments found the prototype easy to navigate and aesthetically pleasing. The feedback received from both users and experts contained a large amount of information for fine-tuning our design.
Key Takeaways
- Worked with an industry partner to provide a prototype of how they can move their technology forward.
- Learned how to affinity map and went through the entire process.
- Conducted user research utilizing Qualtrics, paper prototypes, Figma, and several styles of interviews.
- Managed communication between stakeholders from Fiserv, faculty at Georgia Tech, and users for research.
- Completed my first major project in FinTech.
