Industry
Industry
Banking
Banking
Client
Client
Booking Corp.
Booking Corp.
January - April 2023
January - April 2023
Fintech Dello Banking App - New Way to Empower Life
Fintech Dello Banking App - New Way to Empower Life
Fintech Dello Banking App - New Way to Empower Life
Fintech Dello Banking App - New Way to Empower Life
Medical B2B2C software platform to combat the social isolation epidemic amongst seniors.
Medical B2B2C software platform to combat the social isolation epidemic amongst seniors.
Medical B2B2C software platform
to combat the social isolation epidemic amongst seniors.
Medical B2B2C software platform
to combat the social isolation epidemic amongst seniors.
Medical B2B2C software platform to combat the social isolation epidemic amongst seniors.
Revolutionizing Banking: Enhancing User Experience with the Dello Fintech Banking
Revolutionizing Banking: Enhancing User Experience with the Dello Fintech Banking
Revolutionizing Banking: Enhancing User Experience with the Dello Fintech Banking
Revolutionizing Banking: Enhancing User Experience with the Dello Fintech Banking
My Role
My Role
My Role
UX Researcher
UX Researcher
UX Researcher
Product Designer
Product Designer
Product Designer
Product Manager
Product Manager
Product Manager
Service Designer
Service Designer
Service Designer
Team
Team
Team
Addy Fu
Addy Fu
Addy Fu
Amy Kim
Amy Kim
Amy Kim
Vanessa Huang
Vanessa Huang
Vanessa Huang
Vanessa Huang
Tools Used
Tools Used
Tools Used
Miro
Miro
Miro
Zoom
Zoom
Zoom
Jira
Jira
Jira
Figma
Figma
Figma
Overview
Overview
Overview
Overview
Overview
Project Brief
Project Brief
Project Brief
Project Brief
Project Brief
In an era where seamless digital experiences define user expectations, the Dello Fintech Banking App emerges as a beacon of innovation in the financial technology landscape. This case study delves into the user experience (UX) design journey undertaken to transform conventional banking interactions into intuitive, efficient, and user-centric experiences. As traditional banking institutions grapple with the evolving demands of a digital-savvy clientele, Dello steps forward with a visionary approach to redefine how users engage with their financial resources. The intersection of cutting-edge technology, user-centered design principles.
In an era where seamless digital experiences define user expectations, the Dello Fintech Banking App emerges as a beacon of innovation in the financial technology landscape. This case study delves into the user experience (UX) design journey undertaken to transform conventional banking interactions into intuitive, efficient, and user-centric experiences. As traditional banking institutions grapple with the evolving demands of a digital-savvy clientele, Dello steps forward with a visionary approach to redefine how users engage with their financial resources. The intersection of cutting-edge technology, user-centered design principles.
In an era where seamless digital experiences define user expectations, the Dello Fintech Banking App emerges as a beacon of innovation in the financial technology landscape. This case study delves into the user experience (UX) design journey undertaken to transform conventional banking interactions into intuitive, efficient, and user-centric experiences. As traditional banking institutions grapple with the evolving demands of a digital-savvy clientele, Dello steps forward with a visionary approach to redefine how users engage with their financial resources. The intersection of cutting-edge technology, user-centered design principles.
In an era where seamless digital experiences define user expectations, the Dello Fintech Banking App emerges as a beacon of innovation in the financial technology landscape. This case study delves into the user experience (UX) design journey undertaken to transform conventional banking interactions into intuitive, efficient, and user-centric experiences. As traditional banking institutions grapple with the evolving demands of a digital-savvy clientele, Dello steps forward with a visionary approach to redefine how users engage with their financial resources. The intersection of cutting-edge technology, user-centered design principles.
My Role
My Role
My Role
My Role
My Role
As the lead researcher, designer, and project manager, I shaped the project from problem to solution. I planned and conducted stakeholder and user interviews, synthesized insights into actionable frameworks, and translated findings into design strategies. Managing timelines and collaboration, I ensured alignment across research, ideation, and delivery.
As the lead researcher, designer, and project manager, I shaped the project from problem to solution. I planned and conducted stakeholder and user interviews, synthesized insights into actionable frameworks, and translated findings into design strategies. Managing timelines and collaboration, I ensured alignment across research, ideation, and delivery.
How might we help seniors overcome
social isolation and loneliness?
How might we help seniors overcome
social isolation and loneliness?
Research
Research
Preliminary Research
Preliminary Research
Elevating Financial Experiences: Dello Fintech Banking App's Impact and Future Endeavors
We started off with desktop research online where we really wanted to learn more about loneliness and how it effects people as they age. The term "loneliness" is very broad and so many factors can effect a senior and how lonely they are. So, through our research we wanted to better understand the factors and the statistics.
Depression and loneliness are not the same thing.
Loneliness causes an increase risk for dementia.
29% increase of heart risk, 32% increase of stroke.
29% increase of heart risk, 32% increase of stroke.
43% seniors felt lonely, yet only 18% lived alone.
43% seniors felt lonely, yet only 18% lived alone.
Research
Research
Research
Research
Preliminary Research
Preliminary Research
Preliminary Research
Preliminary Research
Elevating Financial Experiences: Dello Fintech Banking App's Impact and Future Endeavors
Elevating Financial Experiences: Dello Fintech Banking App's Impact and Future Endeavors
Elevating Financial Experiences: Dello Fintech Banking App's Impact and Future Endeavors
Elevating Financial Experiences: Dello Fintech Banking App's Impact and Future Endeavors
Depression and loneliness are not the same thing.
Loneliness causes an increase risk for dementia.
29% increase of heart risk, 32% increase of stroke.
43% seniors felt lonely, yet only 18% lived alone.
Stakeholder Interviews
Stakeholder Interviews
Stakeholder Interviews
Stakeholder Interviews
Stakeholder Interviews
We also interviewed health care professionals from CVS pharmacy, Oak St. Health, and Aetna who worked alongside seniors in their day to day lives. Through these interviews we were able to better understand not only health care models but also about how there are so many other factors that determine the care seniors recieve as they age and how much access seniors actually have to these resources that could help with their loneliness.
We also interviewed health care professionals from CVS pharmacy, Oak St. Health, and Aetna who worked alongside seniors in their day to day lives. Through these interviews we were able to better understand not only health care models but also about how there are so many other factors that determine the care seniors recieve as they age and how much access seniors actually have to these resources that could help with their loneliness.
We also interviewed health care professionals from CVS pharmacy, Oak St. Health, and Aetna who worked alongside seniors in their day to day lives. Through these interviews we were able to better understand not only health care models but also about how there are so many other factors that determine the care seniors recieve as they age and how much access seniors actually have to these resources that could help with their loneliness.
Problem Statement
Problem Statement
Problem Statement
Problem Statement
Stakeholder Interviews
Currently, many seniors in the US can experience feelings from social disconnectedness, isolation and loneliness to mental health issues in their day-to-day lives. Currently, many seniors in the US can experience feelings from social disconnectedness, isolation and loneliness to mental health issues in their day-to-day lives. These feelings of social isolation can negatively impact the quality of their senior years including affecting physical and mental health.
We also interviewed health care professionals from CVS pharmacy, Oak St. Health, and Aetna who worked alongside seniors in their day to day lives. Through these interviews we were able to better understand not only health care models but also about how there are so many other factors that determine the care seniors recieve as they age and how much access seniors actually have to these resources that could help with their loneliness.
Problem Statement
Currently, many seniors in the US can experience feelings from social disconnectedness, isolation and loneliness to mental health issues in their day-to-day lives. Currently, many seniors in the US can experience feelings from social disconnectedness, isolation and loneliness to mental health issues in their day-to-day lives. These feelings of social isolation can negatively impact the quality of their senior years including affecting physical and mental health.
Research Methodology
Research Methodology
Strategy Blueprint
Strategy Blueprint
To progress our understanding further we developed a strategy blueprint where we identified our key users as well as what we wanted our design outcomes to be. We also researched into existing health care models as well as how doctor offices were identifying loneliness in seniors currently.
To progress our understanding further we developed a strategy blueprint where we identified our key users as well as what we wanted our design outcomes to be. We also researched into existing health care models as well as how doctor offices were identifying loneliness in seniors currently.
To develop our archetypes we approached them with determining ADLs which were basically how we classified the different skill levels (functioning capabilities of seniors) as well as creating behavioral continuums which was how we grouped and created the archetypes to create categories of what we were looking for.
To develop our archetypes we approached them with determining ADLs which were basically how we classified the different skill levels (functioning capabilities of seniors) as well as creating behavioral continuums which was how we grouped and created the archetypes to create categories of what we were looking for.
Define ADLS
Define ADLS
Behavioral Continuums
Behavioral Continuums
We then placed the metrics on a series of continuums to identify patterns that can indicate someone who is vulnerable to social isolation.
We actually created about 50 continuums, and the physician was used by physician we worked with in her thesis.
Christiana Shoushtari (MD MPH, provider and Fellow for Valuebased Health Care Leadership Program at Oak Street Health)- "Addressing Loneliness at Oak Street Health: A Proposed Pilot Intervention".
We then placed the metrics on a series of continuums to identify patterns that can indicate someone who is vulnerable to social isolation.
We actually created about 50 continuums, and the physician was used by physician we worked with in her thesis.
Christiana Shoushtari (MD MPH, provider and Fellow for Valuebased Health Care Leadership Program at Oak Street Health)- "Addressing Loneliness at Oak Street Health: A Proposed Pilot Intervention".
Archetype Personas
Archetype Personas
Archetype Personas
We developed 5 archetypes and the one
we ultimately decided to design for was the dependent senior and their caretaker.
We developed 5 archetypes and the one
we ultimately decided to design for was the dependent senior and their caretaker.
We developed 5 archetypes and the one
we ultimately decided to design for was the dependent senior and their caretaker.
Child + Teen
Completely able to function independently and has an active lifestyle.
The Independent Senior
The Independent Senior
The In Care Senior
The In Care Senior
Lives in care facility is not capable of taking care of themself at all.
Lives in low income neighborhood and is in part of a marginalized community.
The At Risk Senior
The At Risk Senior
The At Risk Senior
Low ADL
The Senior Caregiver
Takes care of their spouse and is the main financial earner.
The Senior Caregiver
The Senior Caregiver
The Senior Caregiver
The Dependent Senior
The Dependent Senior
Fully dependent on spouse, low-mid level capability to function and take care of self.
Through our research, interviews, personas we were able to identify some main problems that we believed were important to influence our design.
Problem + Solution
Problem + Solution
Problems
Problems
Loneliness often isn't reported or identified.
Loneliness often isn't reported or identified.
Solution groups exist, but aren't used.
Solution groups exist, but aren't used.
Loneliness is subjective and different for everyone.
Loneliness is subjective and different for everyone.
Doctors don't know about all available resources.
Doctors don't know about all available resources.
Solutions
Solutions
Train more employees in healthcare who interface with patients to recognize and loneliness and create better pipelines to access mental health resources.
Train more employees in healthcare who interface with patients to recognize and loneliness and create better pipelines to access mental health resources.
Attach a database of existing resources such as community organizations and programs that help with social isolation to existing EMS. This database will filter resources to help healthcare and social workers easily find healthy environments that socially isolated elders can engage in
Attach a database of existing resources such as community organizations and programs that help with social isolation to existing EMS. This database will filter resources to help healthcare and social workers easily find healthy environments that socially isolated elders can engage in
Solution Methodology
Solution Methodology
Service Blueprint
Service Blueprint
Service Blueprint
To help create our entire system design we created a stakeholder map and service blueprint that helped us create a whole system for multiple stakeholders and the whole journey of our service from both the front end but as well as the back end.
To help create our entire system design we created a stakeholder map and service blueprint that helped us create a whole system for multiple stakeholders and the whole journey of our service from both the front end but as well as the back end.
To help create our entire system design we created a stakeholder map and service blueprint that helped us create a whole system for multiple stakeholders and the whole journey of our service from both the front end but as well as the back end.
Stakeholder Map
Stakeholder Map
Stakeholder Map
This map paints a clear picture of how different parties impact a senior’s life. Each line presents a possible lead where our solution can be implemented. It also informs us on what community resources are most important to pursue when developing our final solution.
This map paints a clear picture of how different parties impact a senior’s life. Each line presents a possible lead where our solution can be implemented. It also informs us on what community resources are most important to pursue when developing our final solution.
This map paints a clear picture of how different parties impact a senior’s life. Each line presents a possible lead where our solution can be implemented. It also informs us on what community resources are most important to pursue when developing our final solution.
Design
Design
Design
Physician Office Portal
Physician Office Portal
Physician Office Portal
For the physician office's use to help them match seniors to organizations as well as develop the care plan that the seniors need.
For the physician office's use to help them match seniors to organizations as well as develop the care plan that the seniors need.
For the physician office's use to help them match seniors to organizations as well as develop the care plan that the seniors need.
Key Features
Key Features
Integration into Electronic Medical Record Systems
Integration into Electronic Medical Record Systems
Through our research, interviews, personas we were able to identify some main problems that we believed were important to influence our design.
Optimized Patient Privacy
Optimized Patient Privacy
Optimized Patient Privacy
Easy doctor office communication lines.
Easy doctor office communication lines.
Easy doctor office communication lines.
Simplified patient scheduling.
Simplified patient scheduling.
Simplified patient scheduling.
How Match Works
How Match Works
1. Doctor sees list of best matched organizations.
1. Doctor sees list of best matched organizations.
2. Share organization options with the senior.
2. Share organization options with the senior.
3. Team sign off and read the care teams notes.
3. Team sign off and read the care teams notes.
3. Team sign off and read the care teams notes.
2. Share organization options with the senior.
1. Doctor sees list of best matched organizations.
4. Automatic contact the selected organizations.
4. Automatic contact the selected organizations.
Physician Office Portal
Physician Office Portal
Caresync Mobile
The Senior's access to the app is easy to use with simple features the solely only show what is going on in the moment as not to confuse them. The Caretaker's access to the app is designed for the caretaker to be able to keep track of the seniors where-abouts as well as the senior's schedule. They can also share the seniors day alongside other family members as well.
The Senior's access to the app is easy to use with simple features the solely only show what is going on in the moment as not to confuse them. The Caretaker's access to the app is designed for the caretaker to be able to keep track of the seniors where-abouts as well as the senior's schedule. They can also share the seniors day alongside other family members as well.
The Senior's access to the app is easy to use with simple features the solely only show what is going on in the moment as not to confuse them. The Caretaker's access to the app is designed for the caretaker to be able to keep track of the seniors where-abouts as well as the senior's schedule. They can also share the seniors day alongside other family members as well.
Key Takeaways
Key Takeaways
Through this project, I really enjoyed applying research methodologies like strategy blueprints, behavioral continuums, and service blueprints to inform and inspire design features. It was especially meaningful to design for a vulnerable, underserved population and see how design can be a force for good in addressing real-life challenges.
As both project manager and designer, it was exciting to bring together different skill sets of research, strategy, and design and to shape a solution that felt purposeful and impactful. Seeing it all come together in the end was incredibly rewarding.
Through this project, I really enjoyed applying research methodologies like strategy blueprints, behavioral continuums, and service blueprints to inform and inspire design features. It was especially meaningful to design for a vulnerable, underserved population and see how design can be a force for good in addressing real-life challenges.
As both project manager and designer, it was exciting to bring together different skill sets of research, strategy, and design and to shape a solution that felt purposeful and impactful. Seeing it all come together in the end was incredibly rewarding.
Key Takeaways
Through this project, I really enjoyed applying research methodologies like strategy blueprints, behavioral continuums, and service blueprints to inform and inspire design features. It was especially meaningful to design for a vulnerable, underserved population and see how design can be a force for good in addressing real-life challenges.
As both project manager and designer, it was exciting to bring together different skill sets of research, strategy, and design and to shape a solution that felt purposeful and impactful. Seeing it all come together in the end was incredibly rewarding.