Karla Gómez 👋
A Passionate Product Designer 🖥️ & UX Research having 8 years of Experiences over 4+ Country Worldwide.
Payroll Benefits
APP Product Designer
Intro
Participants
Karla Gómez
Product Designer
Methodology
Design Thinking
Double Diamond
Duration
Abril. de 2024 – Enero. de 2025
Skills
Research
Proposal
UI Design
Channels
App Android & Apple
Tools
Goal
Designing an engaging experience that encourages users to take advantage of the benefits they receive by having their payroll with the bank.
Goal business
Developing a strategy to attract and retain users' payroll within the bank.
Hypothesis
- What are payroll benefits?
- What does having payroll with Citibanamex involve?
- What types of payroll deposits exist? (Contract, Portability)
- List of available benefits
- How to build loyalty and attract new clients?
Problematic
- Undifferentiated
- Invisible to employees
- No communication or interaction with users
- Low perceived value for companies
- Minimal redemption or usage
Process
Review the AS-IS process.
A research study was conducted to analyze the current payroll benefits flow. Additionally, the proposed business approach was reviewed, identifying key areas for improvement.
Concept Map
An activity was done with Miro to see business rules and how the products behaved with the customers.
Benchmark
Userpersona
A proto-persona was created to define key user characteristics, needs, and behaviors. This helped align design decisions with user expectations and ensure a more user-centered experience.
Customer journey
The customer journey was conducted to better understand user interactions, pain points, and opportunities throughout the payroll benefits experience. This helped identify areas for improvement and create a more seamless and engaging experience.
Proposal with options
Several proposals were made for the business, and discussions were held with the development team to evaluate the technology behind each one
Testing users
A testing phase was conducted with over 100 users to validate the cards and the information displayed in the options list. The test resulted in an 80%+ engagement rate, successfully meeting the objective.
Conclusions
- - In conclusion, the research and testing phases provided valuable insights into the current payroll benefits flow and highlighted key areas for improvement. By refining the user experience through targeted proposals and aligning with the development team's technology, we are poised to impact over 5 million users. The enhanced process and user-centric approach will drive increased engagement, improve the overall experience, and ensure that payroll benefits become more accessible and valuable to users, ultimately benefiting both employees and businesses.
flow Version
Final Version
Next stop
A workshop was held to review new initiatives, which helped propel the process forward. The outcome confirmed that the proposed 'to-be' model should be the direction moving forward. This is expected to be the new project for payroll benefits.
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