Feedback Summary

--- tags: designer-interview --- # Feedback Summary We have been interviewing a series of designers, developers, and UX researchers to provide us feedback on current Bed Money personas, profiles, and website content. So far the feedback has been really positive, and we have managed to find a few really key insights to help us improve our interviews, personas, and website content and layout. - [Interview with Mick](https://hackmd.io/OwLApE_GRoW4XuTCNbJndA?both) - [Interview with Bence](https://hackmd.io/6J4q5DVWSv2auxdUOc31gg) - [Interview with EcurrencyHodler](https://hackmd.io/LSOr1GYeQqOBSflQvzfn1A) - [Interview with Ruko](https://hackmd.io/xCm9HmvhSyuxdEoJyUiyKA) - [Interview with Bosch](https://hackmd.io/HFzsxMB9SQu29lkNBFAPaw) - [Interview with Chimdi](https://hackmd.io/5PHRqh54Rcm-1Ah6jB844g) ## Key Takeaways ### 1. Deeper Questioning - When discovering painpoints of users, dig deeper into the Why, What, How questions that unravel the problem. Doing great job at highlighting a potential frustration/motivation, but a designer needs more context and explanations to understand which solution to provide to these issues when designing an application. - *"Pain points, issues and challenges are key... need to dig a little deeper into the pain points that come up because the pain point is the highlighting of a problem, but the Why, What, How, Who are the questions that can be asked to solve that problem or pain point… otherwise designers are just guessing!"* - **Mick** - *"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."* - **Bence** - "What might be more useful to know “why” they do or don’t have a side hustle/dependant." - **Ruko** - ... ### 2. Digestible Content - Make the Persona's more digestible. The raw data and information is so useful, however, when I land on a persona page it would be great to get a snapshot and "feeling" of the person before I dive deeper. This could be a good combination of Persona layout at top (digestible one pager), followed by the interview/profile - *"I like the layout, but I think you could improve upon it by providing the notes at the bottom and a summary at the top of the persona and what makes it interesting. Structure wise, getting a sense or feel of the person, maybe a quick snapshot (persona)."* - **Mick** - *"It was too detailed, maybe wanted to see brief information and quotes. Maybe a name or something that will reminded you who are you designing for (personality). 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”)."* - **Bence** - *"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…"* - **Bence** - "… with personas it’s good to have less text and more precision… could you have a summary of the persona before I dig into the interview/text? [...] For interviews, just go for a summarising conclusion and then a quote to back it up… that’s all you really need in a persona!" - **Ruko** - ... ### 3. Tagging is Really Useful - All interviewees told us that the tagging feature was really useful, and even noted that it could be a really useful way of searching for user traits, motivations, features when researching for their projects. - "I like the tags too, that’s useful." - **Bence** - "An indication of what stage of life they are at and how they match/don’t match in sets with other personas. I would look for groups…" - **Ruko** - "We’ve moved away from personas and more towards archetypes. Sorting people by motivations, traits, and so on as opposed to developing a Persona feel (name, age, etc)" - **Ruko** ... ### 4. Cultural Context & Background is Useful - Having access to a brief overview of a country of regions background/cultural context is really useful in understanding whether or not this persona is relevant, or a ideal user for a platform. Particularly when it comes to Bitcoin, how "ready" is this nation for adoption? - *"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."* - **Bence** - *"It was hard to find context (because he doesn’t design for that country). But it’s good to have a mixture of personas."* - **ECurrencyHodler** - *"Context around the current infrastructure of payment systems in each country would be really useful information. Gives an idea of why they use cash or feel safer with it (in this example…)"* - **ECurrencyHodler** - "Some sort of cultural/background information on the personas (infrastructure etc) would be great. I can then put context to their motivations and frustrations… give me a fuller picture of what’s going on... Depending on how you structure these profiles, it might be useful to give a general overview of financial and cultural infrastructure before reading the personas. This way the designer can flow through information as they need it and picking up context as they go. If not, at least some sort of box with this basic informatoion." - **ECurrencyHodler** - "Banking/Financial regulation information would also be super useful. Also gives context as to why these finanial apps don’t exist yet!" - **ECurrencyHodler** - "It’s good to see all that data on countries, because if I’m a designer who has no idea of the context, it is so helpful to know what the cultural, societal, and technological norms... What is the main browser they use? All of these “normative” data points are really useful for assesing the tech landscape." - **Ruko** - "Anything you can't just find on Wikipedia!" - **Ruko** - "Factors you have to take into account are things like: Internet speeds, Access to technology, and Fraud" - **Chimdi** - "Demographics are really useful. It gives me an idea of what language, tone, and copy to use. I find the data around age and type of technological adoption useful. On the most part, people who have a basic level of education can use a financial product." - **Chimdi** - "I'd like to see some demographic data like population size, median age and some basic information about education." - **Chimdi** - "Having some idea of regulatory restrictions in that region. FinTech is very regulated, and sometimes this is the key factor that determines the success of a fintech startup in certain areas... It would also be nice if there were a way to capture regulatory restrictions for online banking in the persona’s location so as to know what’s currently possible and what’s not" - **Chimdi** - "Volume of digital TXs (get idea of adoption of digital payment systems are in a region)" - **Chimdi** - "Money services providers are useful for seeing adoption in regions, and familiar technologies." - **Chimdi** - "Another area its going to be very handy is doing research for regions that don’t have much public information and data. Finding info for places like Trinidad & Tobago is really useful as a designer." - **Chimdi** ... ### 5. Familiar Technology - Asking questions around what types of financial products they are familiar with, as well as gauging a 1-10 score of how well they feel they can actually use their technology (mobile, desktop, etc). - "One thing that could be missing is “How familiar are they will technology, and what types (mobile/computer). Are they familiar at all, do we need to automate processes” - **ECurrencyHodler** - "I would have liked to know their tech experience, what type of technology their using (Mobile/Desktop/None)... Tech proficiency, in particular. It’s good to know what tech people have, but it’s more important to know how well they can use it. My granny has a smart phone, but she’s not “familiar” with it." - **ECurrencyHodler** - "If i was to take cash from another job, I would take it through something like Venmo. Do they have an app like that? If so, it might offer an easier way into bitcoin." - **ECurrencyHodler** - "It’s sometimes good to get a feeling of what sort of interface they enjoy using, and what makes them feel familiar? This would be useful for UI designers… “which websites app/does this user holds as a gold standard." - **Ruko** - "Would be understand the concepts of digital payments/wallets? Is that a “norm” for them like Venmo or Monzo is for Westerners? ... What types of companies people trust in that area? Can I partner with them? What leads to that level of trust and how can I leverage it... Money spreads everywhere, so it doesn’t necessarily mean the thing they trust has to be financial. It could be a food store, coffee shop." - **Ruko** - "I find the data around age and type of technological adoption useful." - **Chimdi** - "Since the person’s technical knowhow is 7, I’d like to learn about their previous experiences with digital finance products and why they’ve not fully adopted online banking... I would like to know if USSD banking (dialing a certain code and completing transactions through it) would be an option for this person... I’d like to get a precise rating of this person’s trust for online/digital banking" - **Chimdi** - ### 6. Bitcoin Orientation - Ask more Bitcoin related questions. User's perception of bitcoin, storage, security, why they do/don't use it, have they tried buying/storing some? How was their experience? - *"Looking into the pain-points they face along the way. Particularly with bitcoin, WHY are they buying it? What has pushed them towards that? How do people perceive money and also bitcoin? How do they perceive devaluation? What problems is bitcoin solving for you?""* - **Mick** - "Biggest challenge of cryptocurrency has been education . The people that don’t know about it, don’t use it. Steep learning curve. It’s a challenge to onboard new users. As a designer, you also have the challenge of learning these things yourself.Specific design challenges he had is education, educating people on crypto is very hard, people don’t know about it, getting people from newbies nd gettin them to crypto is a challenge. Adoption is hard." - **Chimdi** -