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How we used design sprint technique to our product design (A.I Chatbot for banking )


Many methodologies are there to shape a product and design sprint is one of them. Here I’m going to show the process involved in a A.I based banking chatbot, simultaneously explaining what to do ? & what we have done ?

First of all, what is a design sprint ?

Design sprint is a technique or framework used in product design, which is a one week process of testing new ideas and quickly creating prototype to test with real users. Personally, I felt design sprint is productive and effective
Design sprint 2.0

The updated one is called Design sprint 2.0, It involves 4 days of having step by step process for solving big problems.

For eg: Monday to Thursday ( No Friday because it is 🥳 party time  )

Before you start, you need different coloured post-it notes, round dot sticker sheets & few markers or if you can’t afford all those, you can do using online digital tools. (eg: miro.com)

Day 1 – Monday

Expert interviews & HMW ( How might we notes )

Generally facilitator should be there to organise or run the whole sprint process, anyone can be a facilitator from any department. ( usually designer organises the sprint ). Team involves everyone from all departments or may not. Usually consists of 5 to 8 people ( CEO or a Head of something to act as decider, business people, marketing people, creative people, salesman )

Questions to be asked in expert interviews

  • What exactly the product is ?

Product what we made is A.I based banking chatbot

  • Defining the challenge or the problem we are gonna solve ?

Making customer support 24/7 is a lot of cost for banking companies. we wanted to relieve the pressure and inquiry volume for call centers by handling basic questions and issues on their own or seamlessly routing customers to live agents who can address the more pressing, complex customer service issues that still require a human touch

  • Who are the targeted users ?

Targeted users are banking customers, it can be anyone, a teenager to old person so we do have large demographic targeted area

  • Product long term goals ( optional )
Challenges we faced from the clients or banking heads

How Might We notes

every one on team should write their challenges as “how might we ?

( for example, challenge is “user is exiting the expected path on app ?” so we write it as “how might we stop the user from exiting the app ?” )

on the post it notes, let them write as many as they can. All post it notes about how might we’s should be put on a wall and every one gather around it to read them all one time

We turned challenges into How might we’s

Vote on HMW’s

Distribute red dot stickers each participants ( max 3 dots, it depends on size of the team ), everyone on team should vote on HMW’s. One can put as many as 3 dots on particular HMW post it note if they like.

Take all the voted HMW’s aside and arrange them in a hierarchy ( most voted to least voted HMW’s)

voted HMW’s — ( voted by 7 members of the team )
Hierarchial HMW’s from top to bottom

Take the top left HMW which is highest voted problem from HMW’s. Now we the challenge to solve.

We considered top two as main challenges for the product ( banking chatbot ), Its up to the decider in the team

Map

This step is to simply to find a target area of the sprint. Draw a map on wall that shows the main touchpoints where your customers, discover and use your product

Discovery, Learning, Using & Goal as columns. Add your actor(s) on the left-hand side, and your Goal in the right side

customer map

Our map has only B2C as the start, because we decided to introduce the product to the end customers first, not to corporate banking users. So, there is no B2B. Later it became B2B. it depends on your product

Attach all the top voted HMW’s on the map area at what step exactly they might belong to, that area should be more focused in upcoming sprint decisions and target area has to be decided by decider or sometimes not

Lightening Demos

This step is basically to provide an inspiration for the team, they can come up with exciting concepts of current competitor’s product or services. Just to get a short demo of ideas they want to present

( for example, if you are creating a music app, one team member might find inspiration from Spotify music app and show a demo of product or particular feature from it, to incorporate to our upcoming product)

give 25 mins to each team member, to research individually by browsing through internet and each demo can be explained later

we got brief lightening demos from project managers and bank’s head members by oral presentation, below are examples of existing bank chat bots

American express chatbot on FB messenger
Bank of america chatbot — named ERICA
HSBC chatbot named — AMY

we will get brief intros of above products and how our product gonna match with above and take inspiration or any particular feature from existing chat bots of any kind

Your lightening demos depend on your product type. no need to do lightening demos if your product is very unique and going to be the one of a kind at start

4-Step Sketch

it consists of 4 steps

  • Notes
  • Ideas
  • Crazy 8's
  • Solution sketches

Notes – Till now we got problems from clients, how might we’s, map, target area in the map and lightening demos. So each member in team should take relevant notes to produce new ideas by looking at above mentioned items.

Ideas - With the notes you have, put down your rough ideas on post it’s. you each will have 20 mins to get ideas.

Crazy 8’s - draw 8 rectangular boxes on a A4 paper, draw a particular idea or feature in 8 different ways in those boxes.

(we skipped crazy 8’s step. Not relevant to our workflow and time consuming)

Solution sketches or Ideas - Allot 40 mins to each member to make concepts on A4 papers. they can be rough or just flow of notes explaining user flow or steps. team member should come up with solution or concepts which they think it has some potential. it should be self-explainatory

All concepts or solutions will be presented tuesday morning on a wall. Here ends the day 1.

we did not use paper, we have done solutions part on the online tool as below

We collected concepts orally from team members they made it to the above image
Juniper Research claims that for every query that a chatbot handles, banks save 4 minutes of an agent’s time translating to a cost saving of 0.70 USD per query

Day 2 — Tuesday

On day 2, members should spend their time to decide on what to prototype and afternoon session will be about creating a storyboard, which acts as a base for prototype

At the end of the day, all the decision making is done, as designers can go on to make prototype and test it with users

Heat Map

Give each user, a sheet of red dot stickers and ask them to go through all the concepts or solution on the wall. Let them vote by putting red dot stickers on whatever concept they like. Most highlighted or voted solution on the wall creates the heat map

They can place red dots on particular feature inside a idea or a solution if they like.

Heat map as you can observe many people like chatbot in mobile app and bank website and particular features like push notifications and basic bank transactions and optional — alexa based voice assistant ( later we developed Alexa based VUI for a bank )

Speed Critique

Facilitator or speaker should present all the solutions to the team. He or she should Gather the team and walk around, explain each concept to the team. Focus more on heat map areas from last step

Any one person from the team can simultaneously take notes on post its and put it near heat maps. If team has any questions related to concepts presented, those can be discussed

Straw poll vote

Except the decider, everyone on the team should pick one concept which they believe to make a prototype to test. Give 5 mins to each person to come up with their decision

Give one green dot to each team member, have everyone to put their initials on their dot, and then stick their green dot on the concept they chose.

Have everyone presenting in one minute why they chose their concept.

After discussing with development and many meetings and also with clients out team voted for chat bot in bank website and in their mobile app

Starred vote

In this step, decider is the only participant who votes, give 10 minutes to the decider to see all the concepts and make the decision. Decider can discuss with team or not (optional)

Decider should put their 2 green starred dots on the concepts they want to work with. The final concept going to be prototyped. But we need a user flow of actions ? Now comes story board

We finally went with concept 2 and the feature from concept 1 ( push notifications in mobile app )

Story board or User test flow

The solutions or concepts are often not presented in linear manner ( step by step ). The whole team should focus on creating a linear story or flow of the product or feature. Later, team members get to vote which one to prototype

Each one from the team writes a 6-step process, 1st step ( first action in the flow ) to 6th step ( last action in the flow ). Actions are individual clicks, taps, drags, swipes which takes us to next step.

Each step should be on one post it note and 6 post its constitutes a user flow and 2 or 3 flows can be presented here

User flows type 1 and type 2

Each team member gets one voting dot, and the Decider gets two. Give 5 minutes to vote. Finally most voted user flow will going to be prototyped. Circle the final flow which team selected by voting and that is the final

Side task — team can involve UX writers or Content writers to come up with copy for prototyping to use it with users. So, we can get feedback

Day 3 — Wednesday

We went with user flow 2 as in the previous step

You will build a realistic prototype of the solution in your storyboard so you can simulate a finished product for your customers. Only designers will be making the prototype and can be monitored by team or organiser

While making prototype, give more priority to key ideas and features, keep checking the user flow & most important don’t add anything unnecessary to the prototype. It is better to stick with one flow at a time

Remind all users to come and attend on thursday to test the final prototype

Day 4 — Thursday

You can do testing by presenting the prototype via digital tools to the users.

You can conduct — Face to Face testing, Remote testing or Both types

Testing can be happened via physical resources or using digital tools

We uploaded all our designs to maze.design and done the testing

( I recommend maze.design, it gives you best platform and lot of data, we can lot of questions to users and no need to monitor the users )

If you want to take notes after testing, use different color post it notes. write positives aspects on the Green Post its, Write negatives aspects on Orange post its.

I have used the same sprint technique to design a product for 3 banks. Below are the dribbble links for the visually polished screens at final design stage, So you know how it looks actually

Sprint is over … Next Retrospection

Now the every step in design sprint is over. Prepare the final reports from user testing and hi-fidelity prototype to the client.

You may have a retrospective session about whole sprint before the end of thursday or next day, it is completely up to the team

Thats it, the whole sprint process involved in a product design as the above example i have presented.. Please post any doubts or comments in the comment section below

Thanks for reading :)


How we used design sprint technique to our product design (A.I Chatbot for banking ) was originally published in UX Planet on Medium, where people are continuing the conversation by highlighting and responding to this story.