BBVA currently offers a product called My Business for the Spanish and Mexican markets. It allows business owners keep track of their non-cash transactions in their Points of Sale. Adapting the functionality to Colombia required an understanding of the particular needs of local business owners.
We conducted interviews with local business owners to understand their needs and what use they give to the non-cash transactions for balancing their accounts. We used the findings to include features that adapt to the local needs.
I worked on research and early stage design of the product.
Prior to interviewing users, I worked on an industry benchmark to understand how other banks and services approach the use of the data and contrasted it with research done for the Mexican and Spanish solution to establish universal vs. local needs.
Interviewing business owners was a challenge, since the Human Centered Design approach is new for the Enterprise segment in Colombia, there was no budget allocated for such task. We managed to talk to five business owners who kindly found a slot in their busy agenda.
I mapped the findings in a UX Canvas (by The Rectangles). We discovered the main concerns for business owners was not being able to break down bank charges and multiple taxes from a sale. Although they all had accountants that did it for them at the end of the month, it was difficult for them to do it in the day-to-day.
We also included graphs that allow business owners to find patterns on their sales and see their business from a more strategic approach and have it available 24/7 from their mobile phone
Other members from the UX&Design team finished the product's Look and Feel. The process helped to evidence to Project Managers and Product Owners the value of user research to shape a solution that solves real user needs and they are starting to allocate time and money in their projects for a Human-Centered design stage.
