TDA / Modular Empathy Toolkit

Reshaping personas into a modular toolkit for designers, product owners and engineers to build more user empathy.

Business Challenges

Our client wanted to validate a few ideas for a website redesign and at the same time learn more about investors with financial advisors who also traded themselves.

The results of our remote research was so interesting that our client wanted us to design a tool to help spread our findings to more roles and departments within the company

Approach

Our approach for the research was to speak remotely with 14 advised investors and split the conversations into two parts. Part one was qualitative inquiry around their investing habits and motivations. Part two was reviewing a desktop or mobile app prototype concept to get their feedback on some new ideas.

Our approach for shaping the resulting empathy toolkit was to gather additional existing research and collaborate with other knowledge experts within the company. We then coordinated a beta program for the toolkit to test the content and the toolkit format with designers and engineers. At the same time, we also validated some user assumptions with a quantitative survey of the clients current customer base.

Process

Research Prep and initial hypothesis

01_workshop
We kicked off the project by understanding the client's current assumptions about their users and identifying the major questions we wanted to know more about.
01_initial_Behaviors
Our initial hypothesis of user behavior model. This helped guide the questions for our research protocol.
01_initial_CorePersonas
Initial breakdown at core user archetypes.
01_initial_ExternalEvents
Initial model for different external events that may affect a user.
01_initial_Deck
Even at the beginning of the project, we anticipated our research findings being extensive enough to warrant a card-based persona tool. Here's an intial prototype to experiment with the idea.

Research and synthesis

02_research-frog
With remote interviews, its important that the participant feels as comfortable as possible. We turned our web cam on even if the participant didn't have one, so they could see our facial reactions to their feedback. To make sure we "maintained eye contact" with our participant, we put a little "frog" behind the camera so that we'd feel more comfortable staring into the laptop camera.
02_research-synthesis-group
After completing the research interviews, we broke down all of the notes into individual chunks. Each team memember went through every interview to identify patterns and critical insights. We then regrouped and discussed our individual findings to refine our analysis.
02_research-synthesis-personal
Synthesis took place individually and as a group. Here I was exploring different key categories and possible archetypes to define the different user models.

Modular persona decks

03_user-models
We developed five different user models as way to organize the complex sets of behaviors and needs of being an advised investor.

We turned these five user models into individual card decks with three to seven cards each. A designer/engineer/product owner, can then mix and match one card from each deck to explore and consider different investor motivations.

03_decks_0004_Life-Stage
03_decks_0005_Mentalities
03_decks_0003_Emotion
03_decks_0002_Career
03_decks_0000_Tools
03_decks_0001_Scenarios

Deck extensions

Our initial modular persona cards was so well received with the client team, that they wanted to extend the scope of the kit from just advised investors to all investors. If we succeeded with this, it meant the persona cards would be usefull to a much wider audience within the client's company.

04_extensionWorkshop-team
We coordinated a workshop with members from different groups and roles to introduce the advisor toolkit and get their input on what might be missing to broaden the toolkit to cover retail investors.
04_extensionWorkshop-board
Brainstorming additional cards and decks for extending the toolkit.
04_potential-additions
We explored a variety of different new decks and cards.
04_mentality-refinement
Our "Investing Mentalities" deck required a major pivot and rethink to encapsulate the larger audience base.
04_new-job-deck
We explored adding a new deck around on how employment situations and access to different devices might affect investing habits.

Toolkit and the Beta program

Once we had our modular persona decks updated, we created a full toolkit and developed a beta program to introduce the toolkit to a wider range of employees. The beta program was meant to help us gain more insight around how people might use the toolkit, if it changed how they work through problems and how it might bring people together through collaborative activites and workshops.

05_toolkit-elements
05_toolkit-1
05_toolkit-2

For the beta program, we planned and facilitated workshops with different teams to introduce the different ways in which the toolkit could be used. We also provided them with other sample workshop agendas they could run themselves as well as worksheets to help in planning which decks would be most usefull for the particular problem they were trying to work on.

05_beta-cardsort
05_beta-workshop-team
05_beta-agenda
05_beta-worksheet

Quantitative research

In addition to the employee beta program, we also ran a quantitative research survey with a 300+ group of current customers to see how they might self identify within the different deck models and individual characteristics.

06_qualitative-results
This excel screenshots shows only a small sampling of the data we received from each participant with a bit of organization and color coding by deck to make scanning easier.

The quantitative research was a great success and gave us numbers to add into the toolkit to bolster it credibitlity with number-focused team members. We also used this data to make further updates and refinements to the different characteristics to make them as accurate as we could.

Result

Rather than delivering a typical set of user personas, we put together a more usefull and accessible design method with a starter set of activitites to help our client and their teams better solve complex problems with their customers needs and motivations in mind.

The participants of the beta program were excited about how the toolkit could change their approach to thinking about their customers as they worked through problems. It also helped create a common vocabulary between the different employee roles (designers, engineers and product owners) to have better conversations about and with their customers.

The toolkit was initially delivered to just the design and some of the product team, but our main stakeholder was so thrilled with the results, she intended to spread the toolkit to more departments in the company including customer service and marketing.


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