Falsifiable Hypothesis: For a bank to successfully add a new financial modeling system to users’ daily banking apps—for the purpose of giving budgeting tips, financial alerts, and suggested spending limits—some user support will be required.
Falsifiable Hypothesis: A choose-your-own-avatar model will remind users that real humans made the app, helping users feel in control, affirmed, and empathetic. This will lead to a positive on-boarding experience.
Test: Introduce 3 TD Bank Financial Assistant avatars, and try out 4 wireframe flows with users this week.
This week, we are testing our financial models with users. I was curious about the on-boarding process required for users to learn a new, complex system that is housed within an existing routine that is simple and familiar. What resistance will they feel to learning this new advanced model? What will help assuage any fears, confusions, or annoyances? What will guide them through the process with the most ease, and leave a positive aftertaste of the experience?
In designing the financial model flows, I am also testing a “human-approximation” approach. Using an “interactive” avatar as a stand-in for support is not new (everyone remembers the disaster that was Clippy). But my most positive experiences with any financial service have come down to human interaction, and I’m wondering if other people feel the same: That sitting through 5 (or 10, or 30) minutes of data-entry into savings spreadsheets feels like more drudgery than I want to bother with, but 5 minutes with a cute automated bitmoji-bot helping me figure out how to spend my money is possibly instructive, and definitely entertaining.
I haven’t tested this yet, and results are very much TBD. But below is a look at some examples of what this could look like. More to come…