Australia Bank Feeds Customer Interview
This project focused on understanding how customers integrate the Australia Bank Feeds (AUBF) app into their daily financial activities, identifying pain points, gathering feedback on features and functionalities, and exploring how bank feeds and reconciliation impact their business operations. By collaborating effectively with the scrum team, I ensured the key insights from customer interviews were addressed and translated into actionable updates in the latest version of AUBF, enhancing customer satisfaction. Additionally, the research provided the product and engineering teams with a deeper understanding of customer needs, reinforcing the importance of AUBF for Australian customers.
Role: Lead UX researcher
Method: In-depth Interview
Product Phase: Opitimization
Research Type: Exploratory UXR
Company: Oracle NetSuite
Timeline: 3 months
Background
This project was initiated following the release of the AUBF feature, which had been available for six months. Auto bank feeds play a critical role for Australian customers, streamlining their financial workflows by automating bank transactions and reconciliation processes. Given the importance of this feature to businesses in Australia, the project aimed to gather detailed feedback from customers to understand their experiences, identify pain points, and explore opportunities for improvement to ensure the feature continues to meet their needs effectively.
Goals
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Understand how customers are using the AUBF in their daily financial activities.
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Identify pain points and gather feedback on features, functionalities, and overall satisfaction with AUBF
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Understand how bank feeds and reconciliation impact customers' business and explore opportunities for improvement and innoviation
Method
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In-depth Interview
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5 Particiapnts
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1 customer visit and face-to-face interview session
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4 online zoom sessions
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45 - 60 minutes each session
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Insights
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Increase efficiency and save time: ....
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Setup challenge and ...
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... (Please contact me for more insights if you are interested in)
Research Impact
Strategical Impact​
This project provided critical insights to enhance the Australia Bank Feeds (AUBF) app, ensuring it aligns more closely with the needs of Australian customers. By highlighting the strategic importance of AUBF in simplifying financial workflows, I reinforced its role as a cornerstone feature for businesses in Australia.
Stakeholder Collaboration Impact
Through effective communication and collaboration with the scrum team and other stakeholders, I ensured the insights gathered were not only shared but actively addressed. This collective effort resulted in actionable updates that directly improved the app, demonstrating the value of customer-centric design and decision-making.
Product Impact
This project highlighted the critical role of the AUBF app in customers' daily financial activities, revealing its consistent and regular use by Australian businesses. By uncovering its importance to customers, the project emphasized the need to continuously refine and prioritize the app to meet their expectations and sustain its value in their workflows.
My Learning
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Understanding the Value of Onsite Interviews
Through this project, I learned the significant difference between online and onsite interviews. Onsite interviews foster deeper connections with customers, enabling more engaging discussions and uncovering richer insights. This format often yields more comprehensive results, as the in-person interaction builds trust and facilitates open communication. -
Recognizing the Importance of Your Product to Customers
I realized the importance of not underestimating how vital a product can be to customers' workflows. The AUBF app, for instance, is not just a tool but a critical part of their daily financial operations. This insight reinforced the need to continuously seek feedback and prioritize improvements to meet customers' expectations.
