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.
Reviews
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