Creating a neo bank that really cares about how young people think about and manage their money.
How do people make sense of their past, present and future relationship with money?
“Both Christopher and Anna have a tremendous skill for connecting with customers and building confidence and trust. Cognitive Ink has a unique approach to engaging customers and creating an interactive experience.”
In partnership with one of Australia’s largest payment processors, we set out to discover how everyday people manage their money. To be able to both record rich feedback and to help uncover complex behaviours, we designed a custom ‘money map’ template that we co-edited live in interviews with participants.
The maps helped us discover a more complete picture of people’s behaviours, both in short and long-term money management. People became deeply engaged with the process and we heard emotive stories about how they balanced the tension between money limitations and aspirational lifestyles.
After interviews, we synthesised hundreds of quotes, pictures and dozens of money maps to discover a powerful set of key insights and opportunities that would lead to radical experience improvements in how people could budget, spend and save.
Due to the strategic nature of the insights, we took the lead in presenting our work personally to the business leadership, product management and incoming chairman. Ultimately, our research insights, contained in a thorough research report, helped inform the development of a Good Design Award-winning ‘neo-bank’ of the future.
