D+H, a global payments and lending provider, was interested in building a suite of functioning prototypes to sell services to small businesses. Very quickly the outlook became much broader as the team realized that they had the opportunity to completely change the way small, fast-moving companies bank. Eventually the project progressed outside of small businesses and into full build with some of Canada’s largest financial institutions.
ECOSYSTEM AND PROTOTYPES
The team worked closely with key stakeholders at D+H to prioritize the aspects of small business banking, organizing the broader project into several prototype ideas. Industry experts and local businesses were consulted to help create a hypothesis for the requirements of each prototype, which helped streamline the initial build of each prototype.
ITERATION AND TESTING
After developing several quick prototypes, the team used some preliminary feedback from testing to identify how to further meet the needs of the user. These learnings helped provide direction on which prototypes should be expanded and presented to small businesses.
The team discovered that each business is unique in the way that they connect with their vendors or customers. Providing multiple connection channels was key to enhancing the user experience, which empowered individual businesses to send/receive cheques in a familiar and comfortable way.
Rotate view for classic cheque view
APPLICATION 2 - BUSINESS MANAGER
Another concept that was expanded upon was an application to manage small business’ accounting. The team understood that the sizes of the target companies often do not allow for a full accounting department. This application allowed for better integration with a third-party software (such as Sage) as well as their bank.
IMPACT AND FURTHER PROTOTYPES
After the massive success of the first few design thinking workshops with D+H, the client invited the team to lead a number of additional workshops in their offices across Canada and the US. Follow-up from D+H revealed their employees had started to think differently about the way they designed and built their products. The impact has been so dramatic that the company has expressed plans to roll out design thinking as part of their core organizational strategy and create a dedicated team to prototyping new concepts.