This project spanned three months, from October to December 2022. My methodology involved key steps, each with defined tasks and objectives, which guided me to successfully meet all project goals. The research phase was organized into several primary steps:

We began the project with a business interview to grasp the objectives and outline the primary tasks. Below, I attached a short version of the kickoff meeting with our stakeholders.

Kicking off the project, I formulated a comprehensive Research Strategy, informed by insights gleaned from interviews with key stakeholders. These discussions were instrumental in shaping the direction and focus of my research efforts. Additionally, I leveraged these conversations to pinpoint the primary user needs and expectations, ensuring that the subsequent steps in my strategy were aligned with the project’s overarching goals. This foundational stage not only set the trajectory for my user-centric approach but also laid the groundwork for a research process that was both targeted and adaptable to emerging findings.

In order to accurately establish the Method and Source of knowledge, I employed a triangulation method. This approach allowed me to cross-verify information from different angles, ensuring a robust and reliable foundation for the study. It also helped to eliminate any biases that could arise from relying on a single source, thus enhancing the validity of the research outcomes.

To pinpoint the method and source of knowledge with precision, I applied a specialized formula. This formula was pivotal in distilling complex data into clear, actionable insights. It served as a quantitative backbone for the qualitative aspects of my research, bridging the gap between raw data and informed decision-making.

We researched to figure out how we could increase the number of multiple accounts while also delivering value to the customer. Here, by the link, you can see a research strategy.

In the quest to identify the ideal participants, we meticulously established a set of recruitment criteria. This framework ensured that we engaged with users who were not only relevant but also provided diverse perspectives essential to the research. The criteria acted as a beacon, guiding us toward a pool of candidates whose insights would be most beneficial to the project's objectives.

The next step involved making a screener document and identifying suitable participants based on our Research Strategy and Research Questions. We created a screener based on a specific checklist we utilize in our work:

The journey to assemble our participants spanned a five-week recruitment process. Below, I've provided a detailed breakdown of each phase in this comprehensive journey. This duration was crucial in meticulously selecting individuals who would offer the most insightful feedback for our case study.

Moving forward, we transformed our research questions into a respondent-friendly format, crafting a guide and conducting pilot tests with actual participants. In alignment with our Research Strategy, we meticulously developed two distinct guides:

Our team carried out 20 comprehensive interviews, providing mutual support in the transcription of each session while carefully documenting key insights. This collaborative effort ensured a rich depth of data and a multifaceted understanding of our findings. The thoroughness of this approach laid a strong foundation for the subsequent analysis, allowing us to delve deeply into the nuances of user experience and perceptions.

In executing this project, I handled the transcription of ten in-depth interviews, partitioning the workload into distinct phases for efficiency and thoroughness.

Upon finalizing the in-depth interviews and their transcriptions, our next endeavor was to synthesize the data into an affinity map to distill essential insights. Initially, our goal was to discern recurring themes and areas of friction within the existing user experience. Further, we sought to understand how different user archetypes navigated the app, aiming to enhance the efficiency and ease of their individual journeys. We successfully categorized the information into 12 distinct segments, meticulously aligning the insights with each participant's feedback. This process not only clarified user behaviors and needs but also spotlighted opportunities for design innovation and improvement.

From the insights gathered through transcription, we developed archetypes to address stakeholder inquiries effectively. Our methodology entailed a systematic process for selecting artifacts, ensuring each step was carefully considered and implemented. This approach allowed us to create detailed profiles that not only answered immediate questions but also provided a comprehensive understanding of user behaviors and preferences. By doing so, we were able to facilitate more informed decision-making and enhance the relevance of our project outcomes to stakeholder needs.

The user archetypes will answer the following questions:

Following the meticulous analysis and transcription of the interviews, we identified six distinct archetypes representing the various types of multiple account users. This classification has illuminated the diverse needs and behaviors within our user base, providing a clear direction for tailoring our design strategies to meet these varied requirements effectively. This insight is instrumental in developing targeted solutions that cater to the specific needs of each user group.

Description:
‍An individual who manages the family budget pays the bills and monitors expenses for their partner.
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Respondent quote:
‍"I keep all the accounting in the house, all the money is on me, I track expenses, I pay for several phones."

Access the detailed archetype document via the provided link.

Description:
An individual with a child in the family who oversees the family budget. They add the child's number and keep track of its expenses, ensuring the child remains reachable at all times.
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Respondent quote:
"I wanted to understand the tariff structures and determine where my money was being spent."

Access the detailed archetype document via the provided link.

Description:
An individual may have two or more phone numbers - one for communication and another for various purposes.
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Respondent quote:
"My primary number is over ten years old and linked to my bank. I used to get scam calls on it frequently; it even got compromised once, and they called multiple times. Fed up with this, I purchased a second number exclusively for my bank dealings and kept it private."

Access the detailed archetype document via the provided link.

Description:
This refers to someone who helps their parents or grandparents stay connected, assuming responsibility because they may not be familiar with technology or require support due to health issues. They keep track of the account balance and manage all bill payments.
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Respondent quote:
"When I visited, they asked me to check the remaining call balance. Grandma wasn't sure about it herself."

Access the detailed archetype document via the provided link.

Description:
A person who helps on request and solves a problem once has no interest in someone being in touch or is not nervous. As a digitalized relative, he is asked to solve a one-time problem.
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Respondent quote:
“I was tasked with determining where the funds from the account were used. I accessed the account details to review the transaction history and other related information.”

Access the detailed archetype document via the provided link.

Description:
A person who ensures that essential devices function uninterrupted. They monitor the current balance and promptly pay associated bills.
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Respondent quote:
“I frequently monitor my usage. If I'm actively using a mobile internet router, I check it daily to know when to recharge and renew the data package.”

Access the detailed archetype document via the provided link.

Our research yielded significant findings, which we systematically organized into four distinct categories. This classification allowed us to delve deeper into each group, understanding the nuances and implications of our insights. By doing so, we ensured a thorough analysis that laid a solid foundation for developing targeted strategies and solutions.

While working on this product, we found valuable insights that didn't fit into our four established categories. However, this information could be used to enhance the final product.

This discovery was crucial in shaping our problem-solving approach and aligning with our stakeholders' desire for a cohesive user experience. I've learned that it's impossible to know everything at the outset of a project, but asking meaningful questions has been instrumental in guiding my work.