Google Home x Swedbank
MVP & Proof of concept
As a UX Designer responsible for communication channels at Swedbank, I contributed to a proof of concept exploring the integration of Google Home with financial services. The project investigated how the PSD2 API could be connected to customers’ bank accounts via voice technology.
Additionally, we initiated an MVP research project to assess the relevance and potential benefits of this integration for private customers. My focus was on prototyping and researching how financial services could create meaningful relevance through voice interfaces like Google Home.
Role: UX-designer & Researcher
Project duration: 3 months
Methods: Home visits, Market research, qualitative research, interviews, surveys, card sorting
Team: Product owner, business analyst, UX designer, architect, backend developer, front end developer
Result
A fully functional proof of concept was developed and presented across the organization, including various marketing departments. The concept generated significant interest, with several departments expressing a desire to engage further and continue building on the idea. However, due to compliance and reputational risk concerns, Swedbank ultimately decided not to proceed with launching the project.
Purpose of research
To better understand the space and answer the following questions:
How do people use assistants and for what?
What drives people to use assistants?
When do people prefer assistant as channel?
What feels safe/unsafe to do over voice?
What data feels safe/unsafe to share with Google?
What money related use-cases are valuable?
What properties does good use-cases have?
When do people choose assistant in text vs. assistant in voice?
Step by step
1. Concept creation for test and interviews
Looking at frequently asked questions, intent data and brainstorming concepts to use for the interview and test. in order to create “scenarios and concept to evaluate with participants
2. Creating scenarios of prompts to use for interview and test
Creating scenarios of prompts to use for our interviews with participants. Clustered in to different categories.
3. Choosing prompt scenario from different clusters
We selected a few scenarios representing each cluster to use for the interview and test. We created them like chat conversations and printed them on physical paper.
4. During test: Concept score for each scenario
Participants were shown each concept and were asked to give a score to each concept from 1-10.
5. Evaluating Emotions: Perceptions of Safety with Google
Participants were asked to evaluate a range of banking-related activities and rate how safe they felt performing each one using Google. They provided their responses on a scale ranging from "not safe" to "safe."
6. Gathering Quotes, Insights, Questions, and Ideas
All notes, quotes, ideas, and questions from the interviews were collected and reviewed. The goal was to identify recurring patterns and extract meaningful insights from participants' responses.
Result
A fully functional proof of concept was developed, including an MVP recommendation based on PSD2 capabilities and user insights from the research. The project was presented across the organization, including to various marketing departments, and generated significant interest. Several departments expressed a desire to continue developing the concept. However, due to compliance and reputational risk concerns, Swedbank ultimately decided not to proceed with launching the project.
