Person placing Postits on a wall

Kiwibank asked Lushai to help them understand the online needs of their small-business customers better. We interviewed and observed a range of customers, learning about their contexts and needs while validating emerging ideas Kiwibank had about how to serve them better.

User research

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.

montage of 5 interview participants

Lushai visited a bike shop, a brewery, factories, gun stores, offices and homes to learn about the SME banking experience for Kiwibank

Sample pages from the report

Sample pages from the final report

Services used in this casestudy

Large printout of persona


Research & Strategy. Revealing the path between your customer's world and your organisation's ambitions.

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