Along with the team, we delved into the research phase. We began with benchmarking and user interviews, which assisted us in comprehending the users' needs and identifying the key features in modern mobile banking. Using the insights from user interviews, we developed Personas that guided us throughout the entire process, fostering empathy with our clients. After gathering these insights, we crafted a Customer Journey Map (CJM) and a roadmap for the Minimum Viable Product (MVP).
In the next step, we initiated our very first user interview. During this phase, our primary focus was on grasping the user's perspective regarding the application architecture. Thus, we conducted a Card Sorting session, wherein we asked our participants to categorize functions and features. To our surprise, the results turned out to be completely different from what we had originally anticipated. It was rather sad 😒.