Empathy Mapping

Financial Platform: Mobile Banking App for Millennials

Device Type: Smartphone

Target Audience: Millennials (ages 25-40)

User Research:

To understand the pain points of this target audience, I conducted online surveys, social media listening, and in-depth interviews. Here are some key takeaways:

Pain Points:

Complexity and Clutter: Many users found traditional banking apps confusing and cluttered, with too many features and information crammed into a small screen.

Lack of Financial Wellness Tools: Millennials are looking for tools to help them budget, save, and invest, but many apps lack these features or make them difficult to access.

Security Concerns: Users expressed concerns about the security of their financial information on mobile devices.

Poor Customer Support: Long wait times and impersonal interactions with customer service were common complaints.

Lack of Gamification and Rewards: Millennials are more likely to engage with apps that are fun and rewarding.