Design agency Tobias spent a year conducting research for an international vendor finance partner whose ANZ branch is located in Sydney. From this research a high level strategy was created imagining what the next generation experience would be for staff members, their vendor partners, and their partners’ end customers. I was tasked with taking these high level ideas and designing a near future concept that could be experienced by stakeholders and customers. The prototype needed to create engagement and facilitate strategic future focused thinking. Most near future transactions will go through an app touchpoint, with this in mind I designed an app that could be used to demonstrate all the narratives we expected in their next generation customer experience.

The prototype was aspirational and future focused but grounded in reality. It had a full UX design, including error states, and was heavily anchored in future responses to emerging business opportunities and user needs. It was designed to use existing technology or technology highly likely to become mainstream in the immediate future. The fully interactive prototype was then placed in a ‘story wrapper’ that guided users through common experiences we were designing for, giving them context for each screen so they could put themselves in the place of the user and click through flows framed up with a guided narrative.

The narrative allowed users to see end to end flows showing the view of the app from a customer’s point of view, and internal system views from an internal staff member’s point of view, at each step of the journey. This created a tangible experience of what was possible using new design thinking and technology.