Journey to delivering new CX guidelines
One of the major challenges of developing a B2B2C (Business-to-Business-to-Consumer) platform service like the NPPA’s MPS is getting engagement and feedback from the multiple organisations involved. Availability of participating financial institutions' digital teams would ordinarily be difficult due to how busy their schedules are, but this was further constrained by the onset of COVID-19 which put them on the front line for responding to customers’ banking needs. Relationship management and stakeholder logistics is something that is often underappreciated as a key skill when building a platform. However, NPPA with its core purpose of bringing the ecosystem together, leveraged their industry knowledge and experience to engage the financial institutions with ThoughtWorks and conduct the multiple rounds of feedback necessary to ensure the CX guidelines would be a valuable resource.
With the onset of the COVID-19 pandemic, this forced all members of the ThoughtWorks and NPPA team and financial institution employees to work from home. The blended team adopted an entirely distributed working approach, using a collection of real-time, multi-user digital collaboration tools. ThoughtWorks’ tenured experience in distributed agile software delivery meant that the team of four designers and two business analysts located across Australia and China, aligned on direction and goals then split work on natural boundaries. This created autonomy for individuals or pairs to work efficiently, before coming back together to share progress and provide feedback.
Remote user testing did create a challenge, as although the team were able to recruit from both metropolitan and regional Australia, it proved difficult to gain access to less tech-savvy users and screened out those who were not familiar with PayID.
Delivering a new payments experience for customers
All of the above context was central to forming the team’s approach for developing the CX guidelines. ThoughtWorks first facilitated workshops to ensure alignment with NPPA on the desired outcomes and then through multiple design sprints, applied an iterative approach to their development. This provided regular opportunities for participating financial institutions to engage at fortnightly online showcases, or offline using recordings and through collaboration tools, to give feedback on the evolving prototypes and guidelines.
When designing the user experience for the MPS, the team had to consider a number of factors. They first had to understand the technical constraints that had already been defined in the design of the service, so as not to design capabilities that could not be supported by the platform.
Consumers also bring their own mental models of how they interact with financial applications and their broader experience of other digital products. The team extensively reviewed design patterns of mobile and web apps that perform similar functions as input into each design sprint, in order to balance familiarity with innovation and to support ease of use.