CALL WITH MICK (23/10/20)

--- tags: designer-interview --- # CALL WITH MICK (23/10/20) ### Key Takeaways - When discovering painpoints of users, dig deeper into the Why, What, How questions that unravel the problem. - You do a 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. - Ask more Bitcoin related questions - Perception of bitcoin, storage, security - Why they do/don't use it - Have they tried buying/storing some? How was their experience? - Make the Persona's more digestible - The raw data and information was 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. - Could be a good combination of Persona layout at top (digestible one pager), followed by the interview/profile ... # Persona Feedback Questionaire ## 1.1 Your Project ### What are you currently working on? I’m a user researcher in a fintech lab in London, mostly working with big banks and startups, a few crypto exchanges, and currently advising a mix of a fintech/social media company called Money Mill - looking to create a social money for an SDK system for sharing goods online Been in the crypto space for 3 years, I’m a bitcoiner at heart. Been working on some stuff to do with bitcoin adoption, hodler culture, and non-adoption. Doing research with “no-coiners” and their perception of bitcoin from the outside! What are the cultural and perceptual challenges to adoption. What are the mental models and blockers that are stopping people from using bitcoin ... ### Are you working on launching an entirely new product, or rolling out new features to an existing product? Type Here... ... ### Are there any key design challenges you've been working on? No-Coiner adoption Trying to get my mother bitcoin… she constantly gets rejected from KYC, the apps are never working for my mother and girlfriend. Trying to figure out WHY doesnt it work? ... ### What is your role in the team? - [x] Designer (UX Researcher for Fintech) - [ ] Developer - [ ] Other (Please Note) ## 1.2 Demographics ### What demographic/audience are you currently designing for? No-Coiner adoption Trying to get my mother bitcoin… she constantly gets rejected from KYC, the apps are never working for my mother and girlfriend. Trying to figure out WHY doesnt it work? For MoneyMail they are looking at users of social media and online content platforms (e.g TikTok, Instagram, etc) ... ### Which demographic (if any) do you have trouble targeting/understanding? Type Here... ... ## 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? I think all of the above (onboarding, security, payments) and also a lot of work with B2B products and that space. Also looking at saving patterns, how do people save and think about money. How are they keeping track of these savings/spendings? What do they want to do with the app, what are the major behavioural patterns in the day to day and why they’d use the app? Is it to pay a friend, buy bitcoin and save, etc. And then what they do to get there (online, mobile, etc) Then 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? Trying to get my mother bitcoin… she constantly gets rejected from KYC, the apps are never working for my mother and girlfriend. Trying to figure out WHY doesn't it work? ... ## 1.4 Persona Feedback ### After reading our user persona, was there any information that you found particularly useful/unuseful? I liked the detailed nuggets about 'the person not caring too much about security. I don’t find it that useful for my personal needs, but I value the information because it’s going a little into depth about the users needs, their pain-points and the challenges they are facing. Some of the real user behaviours and traits, e.g “security is not much of a deal”... it shows a contradiction which is very powerful for researchers, because we then need to shine a light on it and focus on it for design. ... ### After seeing our Country page (Rwanda), was there any data you would have like to have seen listed along with demographics, payment providers, etc? Yes: experienced issues, challenges and pain points with their financial life and day to day payments ... ### Was there anything essential that you thought was missing? Pain points, issues and challenges are key. Also, the issue with personas is that they are often tailored to the particular phenomena that you are studying. As a result, these personas remain quite generic. E.g with MoneyMail, we are looking at how influencers of certain apps (TikTok, Youtube, …) can make money by receiving digital gifts from viewers. This particular case is very specific, so we’re doing a lot of research and questionnaires about this particular feature! Some questions you could ask would be “How do people use social media and how do they send money across social media?” Going back to security, they don’t care about it, but I want to know “Why don’t you care about it?”, “What is the challenge?”, “Why did you lose focus?”, … We 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! … If this is about bitcoin, where is the bitcoin research?? E.g What are your thoughts of bitcoin? What are the perceptions you have about it? Security? Payments? Volatility? ... ### If you could have asked this persona (or another from your target demographic) 3 targeted questions, what would they be? - What are some of the issues that you experience with your bank account? - what specifically makes the process of transferring money to MM a slow and tedious process? focus more on questions bitcoin companies focus more on such as security, privacy, money as store of value, money as investment, meaning of money and how money is perceived... ... ### Could you provide us with any feedback on the persona design/layout/visual + information hierachy? 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). ... ### Would you find open-source user persona repo useful for your financial product? Possibly yes, but not this persona per se. I'd also like to have tags for different themes. It would also be great if you could explore some of the key topic as mentioned about ... ### Are there any areas you'd like to see researched more deeply/would be of use to you? Privacy, security, perception of money, store of value, means of payment, bitcoin, cryptocurrency,... perception, what works and what doesn't in all these areas More of the pain points and going into depth of what frustrations they are coming to. Perceptions of financial applications ... ### Do you think we're taking the right approach to user personas? I see what you're trying to do and I really like it, you're in the right direction, just might want to expand focus on other areas as well… I think you guys go into really good depth and detail, and that's great if the project is relevant to you! But the research is not useful for my needs right now, per se. However, I’m sure I could still use them for research! It’s a balance between depth and breadth, asking the right questions from the right people! I really like the RAW data of your personas Could you filter personas by themes as opposed to traits, or as well as traits? E.g “Security” tag shows me a list of all personas that talk about security, and maybe a few of their quotes! That way you can search via themes, instead of jumping into deep specific user personas. MAKE IT COME TO LIFE (COMBINE PERSONAS + PROFILE) ... ... ... # Querstions he had... #### 1 #### 2 #### 3 ##### Thank you for your time :)