Genie / User Interviews
Discovering Perspectives: Insights from “Genie” App
Explore the user-centric redesign journey of Genie Application, uncovering insights from diverse stakeholders to enhance user experience. Through empathetic interviews, identify pain points and set clear objectives for an intuitive redesign.
Meet the Voices: Genie App User Personas
Persona - 01
Digvijay Singh
Role/Position:
Relationship Manager
Part of Bank:
05 years
Persona - 02
Rohini Mehta
Role/Position:
Support Center Representative
Part of Bank:
02 years
Persona - 03
Pankaj Sahini
Role/Position:
Credit/Debit Card Specialist
Part of Bank:
05 years
Persona - 04
Anuj Mahajan
Role/Position:
SA Manager
Part of Bank:
07 years
User Interview Questionnaire
As a process we identify open ended and close ended question for our participants. A combination of both closed-ended and open-ended questions provides a more holistic understanding of the subject under investigation.
As a process we identify open ended and close ended question for our participants. A combination of both closed-ended and open-ended questions provides a more holistic understanding of the subject under investigation.
“Respondents are less likely to feel restricted or limited when both closed-ended and open-ended questions are included, contributing to higher engagement.”
“Respondents are less likely to feel restricted or limited when both closed-ended and open-ended questions are included, contributing to higher engagement.”
Closed-ended Questions:
- Name:
- Role/Position:
- Years of experience in the organization:
- On a scale of 1 to 5, how would you rate your overall experience with the Genie Application?
- Do you primarily use the Genie Application on a mobile device or desktop?
Open-ended Questions:
- How frequently do you use the Genie Application?
- In what context or scenarios do you find yourself using the application the most?
- What features or aspects of the application do you find most useful?
- Are there specific pain points or challenges you encounter while using the application?
- How would you rate the user experience on both platforms?
- Can you provide feedback on any specific features within the application?
- Are there features you find particularly helpful or, conversely, challenging to use?
- What are your thoughts on the digitalization initiatives, such as Video KYC and online FD creation?
- How have these initiatives affected your tasks or processes?
- If you could change or improve one thing about the Genie Application, what would it be?
- Are there additional features or functionalities you would like to see implemented?
User Interview Responses
Users
Usage and Context
User Experience
Mobile & Desktop Experience
Specific Feature Feedback
Digvijay
- Digvijay Singh uses the Genie Application daily to manage client portfolios and address their requests.
- The primary context of usage is during client meetings and on-the-go.
- Overall rating: 4
- Positive aspects: Quick access to client information, efficient navigation.
- Challenges: Occasionally experiences delays during peak usage times.
- Primarily uses the Genie Application on a mobile device.
- Rates the experience on both platforms as 4.
- Positive feedback on the document upload feature.
- Challenges with the notification system not always delivering real-time updates.
Rohini
- Rohini Mehta uses the Genie Application throughout the day to address customer queries and provide support.
- The primary context is responding to customer inquiries and resolving issues.
- Overall rating: 3
- Positive aspects: Robust search functionality, easy access to customer history.
- Challenges: Inconsistencies in the user interface design across different sections.
- Primarily uses the Genie Application on a desktop.
- Rates the experience on both platforms as 3.
- Positive feedback on the customer history tracking feature.
- Suggested improvement in the layout consistency for a smoother workflow.
Pankaj
- Pankaj Sahini uses the Genie Application to manage credit/debit card-related tasks and approvals.
- The primary context is processing card-related requests and approvals.
- Overall rating: 4
- Positive aspects: Intuitive approval workflow, clear transaction history.
- Challenges: Some delays in loading detailed transaction data.
- Primarily uses the Genie Application on a desktop.
- Rates the experience on both platforms as 4.
- Positive feedback on the streamlined approval process.
- Feedback on enhancing transaction data loading times for a more seamless experience.
Anuj
- Anuj Mahajan uses the Genie Application to oversee savings accounts and manage account-related activities.
- The primary context is monitoring account balances and handling account-related queries.
- Overall rating: 5
- Positive aspects: Clear and concise account summaries, efficient account search functionality.
- No significant challenges reported.
- Balances usage between the Genie Application on mobile and desktop.
- Rates the experience on both platforms as 5.
- Positive feedback on the dashboard’s clarity and ease of use.
- No specific challenges or suggestions mentioned.
Digvijay Singh
Usage and Context
- Digvijay Singh uses the Genie Application daily to manage client portfolios and address their requests.
- The primary context of usage is during client meetings and on-the-go.
User Experience
- Overall rating: 4
- Positive aspects: Quick access to client information, efficient navigation.
- Challenges: Occasionally experiences delays during peak usage times.
Mobile & Desktop Experience
- Primarily uses the Genie Application on a mobile device.
- Rates the experience on both platforms as 4.
Specific Feature Feedback
- Positive feedback on the document upload feature.
- Challenges with the notification system not always delivering real-time updates.
Rohini
Usage and Context
- Rohini Mehta uses the Genie Application throughout the day to address customer queries and provide support.
- The primary context is responding to customer inquiries and resolving issues.
User Experience
- Overall rating: 3
- Positive aspects: Robust search functionality, easy access to customer history.
- Challenges: Inconsistencies in the user interface design across different sections.
Mobile & Desktop Experience
- Primarily uses the Genie Application on a desktop.
- Rates the experience on both platforms as 3.
Specific Feature Feedback
- Positive feedback on the customer history tracking feature.
- Suggested improvement in the layout consistency for a smoother workflow.
Pankaj
Usage and Context
- Pankaj Sahini uses the Genie Application to manage credit/debit card-related tasks and approvals.
- The primary context is processing card-related requests and approvals.
User Experience
- Overall rating: 4
- Positive aspects: Intuitive approval workflow, clear transaction history.
- Challenges: Some delays in loading detailed transaction data.
Mobile & Desktop Experience
- Primarily uses the Genie Application on a desktop.
- Rates the experience on both platforms as 4.
Specific Feature Feedback
- Positive feedback on the streamlined approval process.
- Feedback on enhancing transaction data loading times for a more seamless experience.
Anuj
Usage and Context
- Anuj Mahajan uses the Genie Application to oversee savings accounts and manage account-related activities.
- The primary context is monitoring account balances and handling account-related queries.
User Experience
- Overall rating: 5
- Positive aspects: Clear and concise account summaries, efficient account search functionality.
- No significant challenges reported.
Mobile & Desktop Experience
- Balances usage between the Genie Application on mobile and desktop.
- Rates the experience on both platforms as 5.
Specific Feature Feedback
- Positive feedback on the dashboard’s clarity and ease of use.
- No specific challenges or suggestions mentioned.
Usage and Context
User Experience
Mobile and Desktop Experience
Feature Feedback
Digvijay Singh
Rohini Mehta
Pankaj Sahini
Anuj Mahajan
Steps taken to address these findings
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