Case Study 2
Nedbank
Project Overview
Project Name: Nedbank Card Delivery Research
Role: UX Researcher Intern (Remote)
Tasks: Planning, observing and moderating user interviews. Data capturing, analysis and synthesis. Pitch deck set up and presentation.
Duration: Feb 2023- Jul 2023 (6 months)
Tools Used: Microsoft Teams, Miro, Figma
Project Description
Nedbank were looking for some insight as to how they can improve their card and card delivery services. Customers across various wealth segments, both personal and for business, were interviewed to gain valuable insights. This research would then be presented and then handed over to the design team for ideation and solutioning.
Approach
Qualitative/explorative research was conducted by doing 1hr interviews on MS Teams. Once data is successfully captured on Miro, data analysis and synthesis would take place to find common threads between pieces of data. This helped to create common themes that occurred, highlighting common challenges and issues to be considered as well as recommendations for Ideation.
Project Findings
What was discovered was that a large percentage of client were unhappy with the current card delivery service (whether it be the cost, timeframe or quality of cards) There were also a lot of common themes across different economic segments. These insights were presented and handed over to be implemented. More lockers are being installed, especially in rural and remote areas where card delivery may be a challenge.
Lessons Learnt
Be more involved- It is easy to think that your views and ideas mean less as an intern, but everyone's views and input matters to make a project a success.
Time management- I learnt how to mange my time better. Especially when it came to data capturing, which can be a tedious task. Better preparing for each interview also helped with completing tasks quicker.
Stakeholder management- the project initially was supposed to be for 4 months, but ended up being 6 due to some delays that happened in the interviewing and data capturing phase. It was important to keep all stakeholder, especially exco, on the proceeding of the project.