summary

USER EXPERIENCE

Brand Name

Santander Group

Category

Bank services

Project

Superdigital - Digital Account

Project Year

2023

OVERVIEW

A Superdigital is a digital acount from Santander Group. The objective of the project was to create a safe financial space for people not used to have banking acounts and with digital dificulties, mostly informal workers and small business owners in 7 countries of Latin America (Brazil, Chile, Mexico, Peru, Colombia, Uruguai and Argentina), bringing up concepts of financial health.

Design System

Design and concept of all tokens, components and documentation from scracth. The work started a month before the app development, in which I participated.

Team:

  • Thais Marques (Product Designer)
  • Leandro Scialla, Rachel Sarra and Guilherme Fidélio (UI Designer Jr.)

Files:

Design Tokens / Components / Documentation

App and Internet Banking

After the first month of the development of the Design System , the project was divided into 4 squads: Credit, Payment Methods, Companies, and Insurance and Investiments, the squad I was in.

Design Sprint

The goal was to integrate all project stakeholders, sharing Superuinon researche’s results and creating product strategy to guide the team during the 6 months of the project. There was 4 design sprints happening at the same time, one for each squad, for them to build a roadmap for the MVP.

Understanding the situation

We obtained data through desk researches and enterviews with specialists. It was brough that the fintech market was very competitive, with high technology and plenty of product offers.

According to the research:

  • People have their own way of dealing with their finances. Physical money already supply their daily needs.
  • Their relationship with money is pretty simple and they believe financial products are not meant for them and are too complicated.
  • Negative experiences and debt repell people from financial products.
  • People feel mostly negative things about banks and financial companies.

Discovery

The research results were discussed and shared in order to elect the most significant insights and path to build the product

Activities: Superunion insights presentation / Product principles / CSD Matrix (Certainties, Guesses and Doubts) / Inicial Journey / Solution brainstorming / Features mind mapping / Priorization Matrix

Benchmark

The goal was understanding what the players offered and investiganting relevant and features, focusing on product and usability

The evaluation consisted on:

  • Opening an account
  • Simulating hiring an insurance 
  • Investigating features related to financial education

The criterias were:

  • Usability:
    • Features, steps and how easy it was to use and understand 
  • Security:
    • Steps and security methods and interface confiability
  • Authentication Technologies:
    • Fingerprint, password or picture authentication.
  • Retention:
    • Which resources they used to do so.

Players

  • Youse
  • Banco Inter
  • Banco Itaú
  • Banco Santander

 The analysis considered:

General aspects

  • Lists of features they offered

 

Strong points

  • Analysis of the features in the player’s context

 

Waek points 

  • What we should no do

 

Opportunities

  • Whatever players didn’t do or needed to improve.

 

Unfortunately this material was lost due to a problem with Miro.

Architecture and flowcharts

Before prototyping, we worked on the squad information architecture, wireframe designing, sitemaps, mindmaps and interaction flows.

Validation

We tested all hiring flows, evaluating the experience of the mobile prototype in clarity, information hierarchy and user understanding.

User recruitment requeirements:

  • 21 to 60 years old, lower class (according to each countrie’s criteria)
  • Has bank account but does not use (profile 1)
  • Has sallary account and use it (profile 2)

We had moderate and non-moderate usability tests through Useberry.

Moderate script:

  • Participant was recruited
  • A meeting was scheduled
  • During the meeting they received the prototype link and were told to navigate, give impressions and then doing the tasks.
  • At the end, they gave their general impressions and evaluation.

Non-moderated script:

  • Participant was recruited
  • They received the prototype link
  • They were told to do the tasks
  • At the end, they recorded a video with their general impressions and evaluation.

Challenges

  • It was during the worst part of the pandemic
  • Multidisciplinary team from various countries of Latin America, frequently with meetings in Spanish
  • Legal challenges of building a project
  • Very short time for development.

Results

Dashboard – APP: Flowchart / Prototype

Contratação – APP: Flowchart / Prototype

Dashboard – WEB: Flowchart / Prototype

Contratação – WEB: Flowchart / Prototype

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