We ran workshops with Kiwibank to clarify research goals and identify what kinds of customers we would need to talk to. We recruited users and organised interviews across Auckland. We visited bike shops, factories, gun stores, offices and homes and used a combination of structured interviews and observational research until we had enough data to identify major themes and to bring their customers’ stories to life.Usability testing
We created prototypes of emerging concepts and gathered formative data on the relevance of these concepts to their users. We took advantage of our face time with their customers to perform time-on-task testing, which we then used to validate potential solutions to the information architecture challenge they were facing.Analysis and communication
Ultimately, we created a presentation which told their customers’ stories and delivered a report linking those stories to the data and experiences that informed them. This report went on to inform decision making and support new business cases by giving Kiwibank a base of evidence to work from.