Customer Identification Discovery & Design

A Generative Research Study

What Research Challenge was I Asked to Solve?

Based on the results of the previous teller research, management and the project team decided to remain focused on the customer identification part of the authentication process. With a check-in feature in mind, the project team had put together some ideas around what the customer experience might entail. Because we were making assumptions about branch customers’ needs and behaviors, I quickly realized we needed feedback from our customers, as well as a reality-check about customers’ everyday actions and behavioral patterns.

To comply with my non-disclosure agreement, I have omitted and obscured confidential information in this case study.