How We Work: UX Design at Navy Federal Credit Union

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UX Design and MRID HOW WE WORK A Method for Problem Solving

description

This UX presentation illustrates How We Work at Navy Federal in the design process and was geared toward educating employees on how to best utilize UX and the role it plays.

Transcript of How We Work: UX Design at Navy Federal Credit Union

Page 1: How We Work: UX Design at Navy Federal Credit Union

UX Design and MRID

HOW WE WORKA Method for Problem Solving

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ux design

is Problem Solving

is translating an Idea into something Useful

begins with a Need

Focuses on how the user Interacts

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user research

Identifies possible stumbling points in a process

aids in Focusing concepts with user Expectations

is the User’s Advocate

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HOW we work in user research

In-Depth Interviews

Surveys

Focus groups

Usability Testing

Ideation Sessions (Brainstorming, etc.)

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ux design and user researchincreases the opportunity to produce engaging and easy to use products.

Emphasizing

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April 2011

ux design impact300thousand

12million

21million

0

Total Sessions4,700% Increase since April 2011

April 2012 April 2013 April 2014

Native Apps

130%unique Usersincrease in

iPhone/iPad Ratings:

“Okay, never thought I would get excited about a banking app….ever”

Android Ratings:

“Absolutely wonderful! Intuitive, clean and simple interface.”

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ux design approach

d e l i g h t f u ls i m p l e w e l l- c r a f t e d

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l i s t e n

ux design method

d e f i n e i t e r at e v e r i f y+

Research

d e c o d e+

Research

+

Research

+

Research

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what we work on in ux design

Member Experience Touch Points

Mobile Applications

Web Sites and Online Banking

Internal Applications

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departments & number of projectseChannels

Marketing

Savings & Membership

Corporate Comms

Credit Card lending

Social media

HR

PEX

MRID

Retirement

Contact Center

Branch

GEM

ISD

BPA

20 40 60 80

47

24

4

1

1

1

1

2

1

2

3

2

1

1

28

9

6

5

5

4

2

2

4

1

1

Active Projects

Complete Projects

Jan - July 2014

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UX Design and MRID

HOW we do it

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listen

To the needs of the user and the business to identify and solve problems.

searchinformation

timeupdated

linkshard

help

navigate

pages

tab

locationwork

find

like

feature

hard

improve

lookingfunction

needed

pagesprocedures

A-Z

area

feel

better

relevant

HRalways

manualsjobhome

extremelytype

words

helpfulimprove

number

example

sometimesseems

A-Z

branchesspecificorganization

easieravailable

improvementquickly

employeestool

results

optioneffective

departments

related

members

contact

location

system

employeewordfound

gooddifferent

department

training

think

better

engine

great

something

times

phone

one

site

needs

accessworks

everything

improved

products

numbers

searchableorganization

link

BOTAD

content

friendlycall right

job

know

everything

datesearchingareanever

certainitems

less

items

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decodeUsing sketches and wire frames to define the usability, interactions and elements of delight.

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defineCreating visual cues with Visual Design to guide a user toward the desired behaviors, while maintaining the brand personality.

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iterateFocused on member experience, a cycle of iterations and finesse. Never One-and-Done. !Incorporate feedback from user testing.

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verifyCollaboration with development and research on the targeted solution. !Maintain the voice of the user, while supporting the project goals.

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ux design & research matters

By constructively challenging current practices, the UX Design team and MRID work with you to find innovative solutions.

We identify concepts, strategies and trends that will have a lasting impact; by seeing things from the user’s perspective.

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engage us early

Whether it’s a new idea or a problem you discovered; before embarking on a digital project, contact us.

UX Design - Mitch Hazam User Research - Elaine Offley Account Access - John Robertson Mobile - Meghan Gound MRID - Marcia Sanford

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Thank You!