In a context where the dissemination of payment data to third parties (e-merchants, wallets, AISP, etc.) is strong, our client BNP Paribas wanted to give its customers vision and control to return to the centre of the interaction with its payment services.
The challenge was to study the opportunity of a "Payments in Control" offer, similar to the self-care / customer in control offers, in order to eventually offer customers a more exhaustive view and control over their data and payment instruments.
The perfect match
Design of a new digital service
Use of an agile method: the Design Sprint
And concretely?
19
use cases identified & analysed
1
Design Sprint over 6 days
4
prototyped services
Our methodology
We adopted a methodology centred on the Design Thinking approach to build a customer-oriented mobile service, while involving the client's operational entities at the French, Belgian and Italian levels.
Benchmark of "Payments in Control" solutions in Europe
The first step was to define a framework for analysing existing payment data control solutions. We carried out a detailed comparison of the solutions of 11 payment service providers (banks / schemes) for our client.
Definition of use cases and assessment of their legal & technical feasibility
During workshops with our client, we then defined three levels of service, identified the client's pain points and defined the most relevant use cases.
For each use case, it was essential to qualify their technical and legal feasibility, always in conjunction with our client's legal and IT teams. Further work was carried out in collaboration with the Visa, Mastercard and CB payment networks.
Design Sprint & Feature Prototyping
We worked closely with our client's UX Center to design the prioritized features during a week-long Design Sprint. This innovative creation process allowed us to accelerate decision-making, to design services differently in a reduced timeframe and to better respond to the client's challenges. In 5 days, we prototyped, tested and iterated in order to be able to pitch the services to our client's operational entities on the 6th day.
Presentation of services & finalisation
A final feedback phase took place to present and iterate on the mockups produced. Finally, screens were designed for the non-prototyped use cases in order to better immerse oneself in the user experience.
Crossed views
The approach that combined knowledge of the complexities of payments with the ability to quickly design a mobile application demonstrator was a key factor in selecting Oaklen. This proved to be very effective during the presentation to the community of payment managers in the various countries.
Waleran Guinard
Head of Consumer Cards | BNP Paribas
The client told us during the consultation that they wanted to present the results of this product study to a large audience, so it seemed obvious to us to propose a final deliverable in the form of a mock-up that would work on mobile for all the people gathered that day.
