Building the bank you'll love

User Research, Strategy, UX Design

2019 - 2021, Berlin DE

Online-banking
Image by Pikawood via Unsplash
CHALLENGE

Transforming everyday banking

N26 is a mobile bank with over 7 million customers. The company is set to revolutionise the industry by creating a bank people love to use. Through a web interface and mobile app, N26 offers a range of features for different financial needs, like day to day payments, international transfers, budgeting, splitting the bill, insurances and more. 

As a senior researcher, I led studies for teams that focused on European markets and Premium accounts. The role combined hands-on qual and quant research with stakeholder management, roadmap planning, team capacity allocation and coaching. 

Details of my work are confidential. This is a glimpse of what I did. 

In-depth consumer understanding to drive product strategy

I worked as part of different initiatives to understand customers, prospects and markets, and use those learnings to define a mid-term product vision as well as detailed team roadmaps.

shadowing participants when doing cash deposits at shops
Customer shadowing and interviews
Feature-iteration
Feature ideation session

Feature discovery and validation in an agile environment

As a contributor, I conducted studies to support the teams' day-to-day decision making throughout the product development cycle. We built new features and improved existing ones. Examples include: Cash26, International transfers and Insurance

Scaling and promoting research

A  portion of my role focused on expanding research reach and impact. This included facilitating workshops with other departments (ie. procurement), and set-up trainings, templates and guidance to enable non-researchers own studies. 

I also coordinated and contributed to cross-domain initiatives to break down organisational silos and identify overarching insights.

N26-Roadmapping-session-1
Workshop facilitation
Account
Savings
Cards
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maria hock / Made with ❤️ in Berlin DE / 2022