CALL WITH BENCE - ED'S NOTES

--- tags: designer-interview --- # CALL WITH BENCE - ED'S NOTES # Persona Feedback Questionaire ## 1.1 Your Project ### What are you currently working on? I have a couple of project running.. both from different industries 1/. Job search portal in hungary (glass door) as product designer and researcher 2/. Small beauty studio, I do eerything digital and website related + some online marketing 3/. For Crypto...Working on trading platforms. Lately, started working on a project for Status (web3 messsaging app). ... ### Are you working on launching an entirely new product, or rolling out new features to an existing product? Some new, some old... can't really disclose... ... ### Are there any key design challenges you've been working on? In hungary I worked on a redesign of one of the biggest banks. Hungary has 10M people, this bank has 3M customers. We redesigned the page in terms of information architecture and content. So this website was designed in 2000s, so they designed it for bankers and people working with money. They weren't thinking about the average user. We did a lot of research with users and customer service to see how people take a loan, for example. Research into people high up and low down in the company, to see how much information people can/have absorbed. It was a surprise how little people knew about money, and how that then affected the information architecture and structure of the website. For example, we introduced an education section on the website. It was a big challenge putting all this together, and convincing executives that their target audience was less educated than they thought. Example: Bunch of FAQ questions related to their products, really detailed one. We talked A LOT with customer service to realise where people are having trouble and frustrations. We then used these metrics to see if we were creating value by redesigning the site and certain features. Example: How does a credit card work? Customer service always described credit cards in one way as a metaphor to customers. We then tried to design elements and graphics that met these metaphors to help consumers. We also used videos and infographics to cut down user time, instead of having to read an entire long essay on "What is a credit score?". ### What is your role in the team? - [x] Designer (UI/UX) - [ ] Developer - [ ] Other (Please Note) ## 1.2 Demographics ### What demographic/audience are you currently designing for? Trading App: more like Asian and investor markets. I haven't done proper research about it. Right now, I'm working on a project who's audience is "data driven, high volume traders". This isn't one particular demographic, but goes beyond borders. Analytics on particular traits, motivations, frustrations... etc Seems to be not so demographic/geographical related.. more general traits. But, maybe when we think about money - it seems really important to have an idea of geography and demographics. You can then go into the details and motivations, etc With the Hungarian bank, we were trying to shift away from designing for people in finance and more towards the everyday user. People are not educated on things like credit scores, mortgages, etc. So we needed to distill confusing information into digestible bite sizes using videos, graphics, and FAQ education sections. He haven't done proper research for trading audience. Behaviours, paterns is what he is targeting. It was a challenge putting it all together and making managers realize people are not educated when it comes to money. They had educational program, implementation was easy, FAQ questions not only for customers, but for poeple who work on a chat and people who work face to face. ### Which demographic (if any) do you have trouble targeting/understanding? The problem in the trading industry is that I'm always approached as a designer and peoplle concentrate on UI, and forget about the UX. I think there are many steps before the UI, I like doing UX groundwork and arhcitechture information... You have to show real analytics and data to show how useful it is. It's a pain to convince these trading platforms how useful they are. My interface solutions are based on the research. ... Mainly people forget about UX, he proposes to do some research, some poeple are more open to do that, even for analytics, he has to push insights, it's hard to see user research. While he was working on a project with Hungarian bank they had a sectionhow credit card works, they had to bring in a phisical objects and put different colors for people to understand and for mortgages which is a complicated thing for people they had to create videos as well. Everything is changing so fast, even Hungarian government changes laws and regulations so fast. ... ## 1.3 User Motivations, Frustrations, and Traits ### What user motivations are you looking for? Type here... ... ### What user traits are you looking for? Type here... ... ### Which user problems/frustrations are you looking to solve? Type here... ... ## 1.4 Persona Feedback ### After reading our user persona, was there any information that you found particularly useful/unuseful? It was too detailed for him, maybe he wanted to see brief information and quotes. Maybe a name or something that will reminded you who are you designing for. In terms of info, I see it more of an interview summary than a persona. I liked the conversational style and simple layout, it made it easy ("no fluff"). I like the tags too, that's useful. I think a name is always better, but I appreciate the anonymity... but maybe something that gives it a little bit more feeling to it (even an animoji or avatar)... something visual! But when giving to another designer, it's easier to recall a name rather than a hash. It makes the persona more memorable! ... ### After seeing our Country page (Rwanda), was there any data you would have like to have seen listed along with demographics, payment providers, etc? I think these countries like Rwanda, what is their short history? Who are they influenced by, what are their background motivations, cultural context, etc. For example, maybe in West Africa countries are influenced by X... where are they trading? Are they more influenced by European, American, or native technology and tools? I liked the quick snapshot to see which devices and means of payment they prefer. I'm missing more information about the domain, the culture and the region. But I'm not sure what I'm missing because I don't know much about this region. What I like to do when I start a project is to have a broad overview on domain/regional knowledge and influences, and then I go more into specifics. ### Was there anything essential that you thought was missing? TLDR version, or a quick quote! It was very detailed, which is great but I would have loved an overview or tagline to get an idea for the persona. Something catchy to know "who" you are designing for straight away... ... ### If you could have asked this persona (or another from your target demographic) 3 targeted questions, what would they be? - I want to focus on previous/recent experiences - Talk about your last payment and what frustrated you there - Experience sampling, repeatedly (once a week) asking the same questions to a large number of people (50-100), e.g "what frustrations last online payment?". This then gives you a lot of data points... what I'm getting at is that recent experience plays a big role in my experience. - Positive/Negative experience from recent history ... ### Could you provide us with any feedback on the persona design/layout/visual + information hierachy? He seemed to pick up on wanting some sort of TLDR persona that gave him a really useful overview straight away. A quote that summarises the persona could be very useful... I want to have a snapshot, and then if I want to learn more I'll dig into the raw data. For example, check out : https://mindsets.fjordnet.com/the-four-money-mindsets When I was reading, there were a few times when I was missing a little more information on the "why". For example, "why" does this user prefer cash? Can you give me some extreme good and bad experiences that then influence their motivations and behaviour patterns. ... He was missing a lot of information that could have been answered asking why repetedly. ### Would you find open-source user persona repo useful for your financial product? Yes, for sure. That would be something I'd use and also 10-20 other things. If it's open source, I'm more than happy. ... ### Are there any areas you'd like to see researched more deeply/would be of use to you? Digging deeper into the "why" of the users motivations and frustrations. E.g "why exactly does he prefer X,Y, or Z? Did they have a good/bad exp/bad experience that changed their view/bad exp" ... ### Do you think we're taking the right approach to user personas? Type here... ... ... ... # Querstions he had... #### 1 #### 2 #### 3 ##### Thank you for your time :)