Panorama

Visit Our Team Website

 

Jan/2014 - Aug/2014

My Roles

Tech Lead

  - Development

  - Prototype

Co-UX Design

  - Interaction Design

  - Storyboard

  - Persona

  - Illustration

Co-Research

Photographer

Teammates

Kimberley Chang

Anthony Wong

Sarah Gottfried

Naha Rathi

 

Process

Problem scope

Domain study

Field research

Research synthesis

Visioning

Iterative design & testing

Prototyping

Final presentation 

Tools

Photoshop

Illustrator

InDesign

Axure

Sublime

Language

HTML5/CSS/JavaScript

This was an 8-month CMU MHCI Capstone Project.

Team Compass worked with Bank of America on the mission of reinventing digital
as the gateway to seamless service experience for BoA digital banking customers,
in other words, to redesign their digital banking service system especially the online banking. 


Problem Scope

Through a kick-off presentation where we communicated with our BoA clients face-to-face,
we assured that both of us have the same understanding of the mission.

Domain Research

To better understand the industry and market, we had:

70 publications for literature review
11 competitors for competitive analysis
4 service expert interviews
4 BoA employees interviews

Field Research

To get better empathy for customers in both banking and general service,
we did our field research in NYC, Washington DC and Pittsburgh:

64 survey responses
3 service call listenings
22 diary study results
10 guerrilla interviews 
26 customer interviews

We designed a Choose Your Own Adventure activity to dig
deeper into customers' feelings and decisions in various situations.

Research Synthesis

We used affinity diagram to synthesis our research, we collected and concluded

900+ notes 
16 main findings
3 personas
1 service blueprint

Storyboards to visualize our findings 

Visioning

With research findings, we started brainstorming and got 

23 speed dating ideas
4 final visions

Iterative design, prototyping and testing

We had three rounds of the process for hand-drawn low-fi prototype,
interactive medium-fi Axure prototype, and hard-coded high-fi prototype.

For each round, we designed a user test to validate the ideas, features
and functions of Panorama. We observed and collected valuable feedback
from customers and used them to improve our design.

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