Nexi Web responsive home banking & Mobile home banking, NTT Data, Digital Entity (ITA) 2017

• -50% less calls to Customer Service

• +15k Users registered

• 8k active users daily

The Leader in digital payments

Nexi is one of the main Italian provider of innovative payment solutions. The aim of the company is to become the leader in digital payments by providing high quality solutions to make and accept payments.

Nexi was born from the merger of the two main Italian players in payments: CartaSI and ICBPI. In order to communicate its new brand and mission, and optimse its whole digital eco-system, Nexi started a new project: “The Digital review”.

The “Digital review” included 3 touch points: the institutional website, the card-holder portal, the merchant portal. Three multifunctional teams worked on it at the same time, about 20 people from Service Designers, Project managers, Front end and Back end developer, Digital Strategist, Product owner, Product manager.

I was the Service and UX Design Lead for the Card-Holder portal. 

Research and strategic preparation

We started the project with a thorough strategic phase to enable us to:

• Understand more about our client: Thanks to stakeholders interviews and data and market analysis we understood our client’s structure and ecosystem, their vision in digital payments, the context and market in which they operate, where they want the business to go and evolve. 

• Understand more about our users: Thanks to data analysis and user survey we understood how users currently interact with the service, their main pain points and new potential opportunities for Nexi. 

Outputs: current customer journey, the eco-system map, data and market analysis.

Personas and Customer journey

After the strategic phase, we have organised 3 rounds of workshops focusing on Personas and Customer Journey. We were about 20 persons, mixing people from our team (service designers, digital strategist and UI designers) and the client’s team (Customer success, Product, Security… )

Define Personas

Objective: define the personas that will guide the next portal design

First we shared the learnings from the first phase with the rest of the team to be sure everyone team was on the same page and had the same information.

We then used a positioning axe to identify the main clusters: x - How digital friendly is he/she; y - How often does he/she uses Nexi services. 

We then defined zones that correspond the most to Nexi’s target, this to be sure we focus on Nexi’s business priorities. 

4 clusters came out of the exercise. We now had to put some names, faces and behaviour on each of them! We divided the team in 4 smaller groups, used some templates we prepared and got the work done! 

Customer Journey

Objective: define the customer journey for each personas.

For this, we created a template to allow the participant to indicate the touchpoint the persona uses, the challenges and the opportunities for Nexi at each step, and the technological considerations we would have to keep in mind.

Each group received a working sheet with the context and the trigger for the journey they would be working on.

Detailed Journey

For each personas we came up with 2 different journeys, and for each of them we produced a detailed journey with a co design session.

For each steps, we invited the participants to design the screens, or some elements of it. This helped a lot in generating more creative spirit in everyones mind.

The Design Solution

The workshops done, we focused on defining the most innovative and creative concept to start our designs.

During the solution design phase we have been working directly from the client office following the lean and agile methodology, working closely with the development team and the client’s team to adopt the most flexible and time saving work flow to produce a high-quality output.

We used JIRA to support our work through each of our 2 weeks sprints.

The Results

As the service and ux design lead on the Card-holder portal, I have been in charge of the design outputs, the coordination of the design team and the collaboration with the client. I have been working closely with an art director, a content strategist, a motion designer and a project manager for 10 months, and I am really proud of what we have accomplished together.

-50% less calls to Customer Service

+15k  users registration in 6 months

8k active users daily

An amazing evolution

It has been amazing following Nexi’s evolution and learning curve during the “Digital Review”. I have been guiding them through this digital revolution by leading round tables while discussing new features and supporting the product team in coordinating the work. Working all together from Nexi’s office was intense but also helped us forget the client - supplier relationship and become one unique team.

What I am the most proud of

I am really proud of how the team has evolved during these 10 months. We were a big team, with three main projects going at the same time. We learned how to ensure coherence and harmony in the team and in the designs, and always challenged ourselves to find innovative solutions to ensure a high quality outcome.

We started this project as client and supplier, and ended it as unique team.
People are what matter the most.