In 2020, we got the opportunity to conduct multiple user studies for three major fintech clients, including Slice. We understood we'd have to approach these studies differently compared to other projects, because the industry itself emerged as a response to consumers wanting faster, easier and safer financial platforms for everyday use. Over and above that, humans are emotionally driven, consider themselves uniquely placed when making financial decisions, and take a while to gain full confidence in a financial service.
Therefore, our experience as both product builders and consumers highlighted that gaining and maintaining our user's trust had to become top priority, so that users can continue to use the product safely and willingly. But to see that trust flow naturally when using the final product, we first had to achieve it in the planning stage.
This path was creatively challenging — and it also highlighted critical insights that will feed our fintech research processes well into the future.
Here are some of our key takeaways on designing for the fintech ecosystem — to keep in your pocket if you're new to the game, want to build a financial product, or want to lift the veil on designing with restraints.