Wish you were here! 500 Postcards & we still need the full story

A case study of the trials and tribulations of a large scale research project

Louise Long (NAB) @longlouJohn Murphy (Design4Use) @JohnMurph_

What were we trying to do?

How did we approach the research?

4

© Copyright 2014 Tom Fishbourne

How did we approach the research?

Branch Observations

Cultural Probe

Deeper stories

Interviews

10

Mental models of banking

Home Interviews

11

Analysis Challenges

12

Heaps and heaps of data147 Customers390 Postcards 23 Interviews

868 stories in total

13

© Copyright 2014 Tom Fishbourne

Analysis Challenges

14

Heaps and heaps of data147 Customers390 Postcards 23 Interviews

868 stories in total

Getting the data into everyone’s head

Analysis Challenges

Synthesis & final result

Stakeholder Challenges

Split personality to keep the stakeholders happy

18

Lessons learnedLessons learnedLessons learnedMethodStakeholder communicationAnalysisLogistics

Louise Long (NAB) @longlouJohn Murphy (Design4Use) @JohnMurph_ © Copyright 2014 Tom Fishbourne