Money Brilliant User Research

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How our user research helped shape the design of the new MoneyBrilliant money management app for mobile.

 

Client: MoneyBrilliant (formerly Cha-Ching)

Engagement: User research

Location: Sydney, Australia

 

Background

MoneyBrilliant was founded by Peter Lord in 2011 to help people better manage their money. Since then, led by CEO Jemma Enright, the team have developed a rich digital platform for tracking personal finances and providing guidance to better manage money by reducing expenses and saving more. Although the company focus is on empowering women to manage money, the tools are used not only by women, but also men and families across all walks of life. Since its reslease in 2014, MoneyBrilliant has attracted a growing following of dedicated users. 

Earlier this year MoneyBrilliant started planning a mobile expansion of their offering, engaging Cognitive Ink to carry out user research. The aim of this research was to help the team decide which features most effectively support their customers' money management needs and should therefore be included in the new mobile app.

 

"Which features will our mobile users really need?"

Exploring needs with real people has to anchor on what people understand best; the everyday stories of their lives. Asking someone directly about which features they need or want can often result in answers coloured by cognitive and social biases. In contrast, we wanted to understand peoples'  implicit needs when it came to the day-to-day management of their money; (how do they manage their money and why do they do what they do?)

 

Our research approach

To focus on implicit needs, our research sessions were therefore focused on storytelling. We talked with users about their successful moments in money management, failures and other areas of their lives where management practices came into play. 

This led into a brainstorming technique we called "The Genie". This works by proposing that a person's wishes can be granted by an imaginary figure, no matter how improbable or impractical the idea might be. This framing allowed people to brainstorm a wide range of "blue sky" ideas and solutions, free from the usual "reality-check" limits we would usually impose on ourselves when it comes to thinking about technology.

We also presented participants with a number of existing ideas (derived both from existing features in the desktop version of MoneyBrilliant as well as some from earlier participants) and let people react, provide their prospectives and suggestions and then rank their preferences. Presenting the ideas on"quick sketch" paper cards(as opposed to professional screen designs) allowed people to focus on the concepts of the ideas and how this would affect money management in the context of their lives. The "easy to change" perception of paper also encouraged participants in making suggestions for change.

 

Putting it all together

Ideas, material and notes produced during the interviews was synthesised alongside survey data and pure domain research. Using multiple types of research makes it easier to avoid biases adopted by using insights gained from a single style of research. The focus of the analysis was to create behavioural models that could predict the suitability of proposed solutions and to provide design guidelines for how to implement the features in a mobile experience.

We considered that mobile interactions often occur in the context of limited time and/or busy environments. Mobile users would therefore use the features differently from someone sitting down at a computer.

 

Outcomes

By participating in the research, the MoneyBrilliant team gained deeper insights into:

  • how people solve and fail to solve their financial problems
  • where financial activity fits into a person's daily life
  • what solutions suit novices versus those that suit experts

Twenty proposed features for the mobile experience were winnowed down to a short list of four heavily-validated features for the MoneyBrilliant mobile experience. Outcomes from the research were used to inform and revise screen designs.

The MoneyBrilliant mobile app was released early 2015 and we've been excited to hear its release has since resulted in a steady 50% month-on-month growth in MoneyBrilliant users.

 

Words from the MoneyBrilliant team

When we approached Cognitive Ink we had lots of questions around how to support our users for the mobile experience. At that point we had only created our product for desktop users and we understood that the mobile experience would be completely different. We had ideas around what we wanted to build, but were not 100% sure whether it would meet our users’ expectations.

Christopher and his team helped us dig deeper into our users’ needs, painpoints and behaviours around money, specific to mobile use. Through their research we identified different groups of users and were able to prioritise the features we needed to build in order to support them. This helped us to be confident that we were building the most important features to fit the market, design a brilliant and flawless user experience and also delight our users with a behaviour-changing product. We expect to continue working with the team at Cognitive Ink to keep building amazing products and services.
— Adrian Soldan, Head of Product & UX at MoneyBrilliant
We brought Cognitive Ink in to support the development of our first native app experience. This was a very important project for us because we knew the power of an app experience to drive engagement and support people’s financial lives. We had a mature desktop solution, so part of the challenge was to start with a blank slate and create something powerful in a mobile context. Christopher led us brilliantly with an intelligent and creative approach to understand the needs of customers. He’s one of the best researchers I’ve worked with, not only in the design of the research but also in his talent to explore the customer need in a free-flowing, yet directed way. This helped us achieve a clear direction we could be confident in, and the result was an app that has been praised both by customers and the broader financial services industry for its UX and UI. I’d highly recommend Christopher and Cognitive Ink.
— Jemma Enright, CEO at MoneyBrilliant

 

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