The design leadership at Intuit wanted to know what elements can take otherwise negative or emotionally challenging experiences—such as those that many of us face when dealing with personal finances—and turn them into surprisingly positive, perhaps even delightful, experiences that encourage changes in behavior. I worked with a team of three other Bentley HFID students, collectively called "Pelican XD," to brainstorm, craft and implement a research plan, and combine findings from user research with insights from social and behavioral science literature into a comprehensive presentation for the Intuit team, complete with a set of comprehensive customer journeys, and a list of overarching design principles for emotionally transformative product experiences.
Contributions to Project:
Facilitated and participated in brainstorming workshops with team members to help guide and shape user research;
Crafted an overall research question and interview protocol used by the team;
Conducted approximately 12 interviews, which occurred both face-to-face and over social media;
Conducted approximately 12 interviews, which occurred both face-to-face and over social media;
Crafted the overall structure and brand approach for the team identity and final client presentation;
Worked with team members to synthesize results into a set of customer journeys, design principles, and supporting research;
Delivered the final presentation both in class, and to the team at Intuit, and Facilitated discussion of the results with the Intuit team.
