Desarrollo Funcionalidad CaixaBank
Visualiza la memoria completa del proyecto aquí
El proyecto / The project
Desarrollo de una nueva funcionalidad con el doble objetivo de mejorar la eficiencia en la distribución de la demanda de citas por parte de los usuarios y mejora de la gestión de la base de datos, buscando un impacto positivo en la experiencia de ususario y en los resultados de negocio.
Nuestro proyecto fué el ganador del reto lanzado por CaixaBank Tech.
🇬🇧 New functionality development that aims to improve efficiency in the distribution of appointment demand by users, and enhance database management, aiming for a positive impact on user experience and business outcomes. Our project was the winner of CaixaBank Tech’s challenge among the other participants.
Mi función / My role
Participé como product manager en el desafío organizado por CaixaBank Tech y Nuclio Digital School. El objetivo del reto era encontrar formas de mejorar el servicio al cliente a través de todos los canales de CaixaBank, buscando también tener un impacto positivo en la satisfacción general de los gestores bancario
Lideré un equipo multidisciplinar de 4 personas: 1 desarrollador full-stack, 1 científico de datos y 2 diseñadores UX.
Mis responsabilidades fueron:
Establecer métodos de trabajo y herramientas de comunicación
Liderar las relaciones con los stakeholder para recopilar la mayor cantidad de información posible
Dirigir la investigación UX inicial y realizar talleres de design thinking para definir el problema
Comprender el perfil, las necesidades, las habilidades y las formas efectivas de comunicación de cada miembro del equipo
Establecer una visión clara y un marco de trabajo para asegurar la calidad en la entrega
Realizar la presentacion y el storytelling para presentar el proyecto
Gestión del producto a medida que pasaba por las diferentes etapas de visión, entrevistas de usuarios, estrategia, diseño y MVP inicial.
<aside> 🇬🇧 As a new graduate in Digital Project Management, I enrolled in the challenge hosted by CaixaBank Tech & Nuclio Digital School. The objective was to find ways to improve customer service through all CaixaBank channels, trying to make a positive impact as well in bank managers’ overall satisfaction.
I was leading a cross-functional team of 4: 1 full-stack developer, 1 data scientist & 2 UX designers.
My responsibilities extended to:
Establishing ways of work and communication tools
Leading stakeholder’s relationships to gather as much information as possible
Leading the UX research actions and conducting design thinking workshops.
Understanding each team member’s profile, needs, strong skills, and effective ways of communication
Establishing a clear vision and a framework and assuring quality in delivery
Making presentation storytelling to present the project
I managed the product as it passed through the various stages of vision, user interviews, strategy, design, and initial MVP. </aside>
Desarrollo de la solución
Investigación / UX Research
Our first steps were focused on discovering the real problem customers had. For that, we run a research related to customers’ relationship with CaixaBank and the innovations done during the last years in the field.
The information gathered in the Desk Research along with the information provided by CaixaBank gave us a more accurate idea of the current necessities of the customers and bank assistants. These results were supported by qualitative information collected by running surveys and interviews (to both; bank assistants and customers).
Insights
The problem
We decided to focus on insight 2, which is related to a general feeling of wasting time and lack of agility. Above all, bank assistants say that there is a high number of appointments that could easily be handled online, and customers say they do not know when they can do processes online.
1- It was the most mentioned pain point (”the mess around booking an appointment”)
2- It will have a positive impact on both stakeholders, the customer and the bank assistant
How can we optimize the information process to save time for customers and gain time for bank assistants, so they can focus on other administrative and commercial tasks?
