Crédit Agricole

Crédit Agricole Italia S.p.A., formerly Crédit Agricole Cariparma S.p.A., is an Italian banking group, a subsidiary of French banking group Crédit Agricole.

The Challenge

In 2019 Crédit Agricole Italy wanted to build a new App for its 3 types of users.
A digital gateway that is coherent with user needs, which also offers upselling & cross-selling.

The app as it was before 2019:

Our solution

Process

An agile and iterative design process that during each cycle allows us to integrate the new insights derived from research and testing with users in subsequent stages of work.

Team

My engagement:
To discover and design the digital solution by the means of service, interaction, and visual design methodologies.

 

Assessment

3 Workshops 2 Weeks

In 2 week we’ve defined the expectations and planed the project, thinking about constraints and dependencies.

Research 3 Weeks

Combined activity of qualitative research with observations on a sample of employees and interviews with customers and prospects to identify ways of interactions, mindsets, needs, and attitudes.


For these activities, it was sufficient involvement of 5 to 30 participants.

Day 1 – Morning session:  Assessment workshop

Outcomes

Personas
Personas are archetypes created to represent a particular segment of users’ needs, behaviors, attitudes, and mindsets.

Journey/experience map
It describes the path that the user takes during the use of a service, indicating actions, tools, needs, and reactions of the system with the related requirements.

Project framework

4 Weeks

We used tools and techniques derived from “Human centered Design” and “Design Thinking” to define the distinctive elements of the experience.

Design sprints

10 Weeks

Detailed design of all the app templates, components and the different flows.

To ensure high efficiency and compliance with the launch timing of the app, we’ve worked in an agile perspective with more team squads that work on the design of specific features.

 

For each Sprint there were 5 customer alignment meetings:

  • Sign in
  • Co-design
  • Wireframes sharing
  • Layout sharing
  • Sign out

User testing

3 Weeks

For these activities it was planned to work with 10 to 20 users and conduct testing throughout the whole app lifecycle.

The result

Micro animations before user testing.

Micro animations before user testing.