De-risking Product Investment: Validating "Quick Pay"
How research validated real demand, refined the product direction, and saved development effort focusing on true customer needs.
Client
Virgin Money | ME Bank | Bank of Queensland
Role
Lead Researcher | Product Designer
Scope
End-to-End Concept Testing | MVP Feature Prioritisation | Service Blueprint & Discovery Research Contributions
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Stakeholders
Development Lead | Product Team | Design Lead
/ Context
Frequent Payments, Friction-Filled Flow
The team identified a friction point for users who make repeat payments to the same individuals. The proposed Quick Pay feature aimed to simplify this by allowing users to save payment details and reuse them for faster one-off transactions.
3
Brands, Mobile-First Strategy. What features make the MVP cut? What stays on web?
2
Legacy Banking Platforms Outdated, costly, and overdue for retirement.
33
%
Customers Aged 66+ with Income < AUD 100K Accessibility and trust were non-negotiable.
215,042
Customers to Migrate with Minimal friction while maintaining their confidence and trust.
How might we replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
/ Discovery
Validating Assumptions through Research
I planned and led end-to-end user research to test interest, behaviours, and usability for the proposed feature.
Participant Recruitment: Created screeners and recruited 6 participants through ChitChat.
Testing Set Up: Prepared Dovetail templates and moderation guide for consistent testing.
Moderated Testing for Real-Time Insight
I facilitated all sessions and gathered qualitative feedback to understand:
- How often users repeat payments and to whom.
- What features they value in managing payees.
- Their concerns about saving payment data.
Prototyping: Designed alternative flows in Figma to evaluate usability and gather user feedback.
Stakeholder Collaboration: I then worked closely with stakeholders to align expectations and secure buy-in.
Task-Centric Mental Models
Theme
Users preferred Internet Banking for complex, information-heavy tasks—demanding clarity and control.
Insight
Feature Expectations
Theme
Users wanted advanced tools on desktop—search, filters, personalisation—not just mobile parity.
Insight
Password-Less Login
Theme
Users favoured secure, seamless login over traditional passwords—accessibility and ease won.
Insight
Support Preferences
Theme
In-app chat beat call centers for quick help; calls were reserved for complex needs.
Insight
Synthesis
Post-research, I tagged and analysed insights in Dovetail, validating hypotheses and surfacing new needs. The user research revealed several insights that shifted our focus:
Users didn’t perceive strong value in the proposed Quick Pay feature. The time savings were minimal compared to their usual flow, and since these payments weren’t frequent, the extra steps didn’t feel burdensome. Instead, users preferred the ability to pin favourite payees within the address book for quicker access when needed.
/ Design
Pivoting Based on Real User Needs
Research revealed that users didn’t want to save fixed payments or create favourites. They simply wanted the app to remember who they paid last.
This led us to shift focus from the proposed Quick Pay to enhancing the Recent Payees feature within the Address Book—creating a more flexible and intuitive flow.
/ Impact
Refined Personas & Mental Models
We moved away from age- and demographic-based personas, focusing instead on users’ task mindsets. Internet Banking users valued depth and detail; Mobile Banking users preferred speed and simplicity for quick wins like alerts.
Feature Expansion vs Feature Parity
We shifted from a rigid mobile-first approach to a context-first strategy. Desktop became the hub for heavy-lift tasks; mobile stayed lean for on-the-go needs. Each platform played to its strengths.
Increased User Satisfaction
Designs grounded in real user needs led to higher confidence, reduced contact center dependency, and a smoother migration experience—without compromising trust.
/ Reflection
Reusable Research Templates
Post-project, I built standardised Dovetail templates and global tagging systems. These cut synthesis time and made cross-project collaboration seamless.
Upgraded Playback & Insights
I redesigned the playback format, adding a section for core user pain points and behavior patterns. This made findings easier to action and improved design alignment across teams.
Deeper Stakeholder Alignment
We hosted inclusive workshops that invited candid feedback and collective decisions. This nurtured trust and elevated the research culture across the org.
De-risking Product Investment: Validating "Quick Pay"
How research validated real demand, refined the product direction, and saved development effort focusing on true customer needs.
Client
Virgin Money | ME Bank | Bank of Queensland
Role
Lead Researcher | Product Designer
Scope
End-to-End Concept Testing | MVP Feature Prioritisation | Service Blueprint & Discovery Research Contributions
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Stakeholders
Development Lead | Product Team | Design Lead
/ Context
Frequent Payments, Friction-Filled Flow
The team identified a friction point for users who make repeat payments to the same individuals. The proposed Quick Pay feature aimed to simplify this by allowing users to save payment details and reuse them for faster one-off transactions.
3
Brands, Mobile-First Strategy. What features make the MVP cut? What stays on web?
2
Legacy Banking Platforms Outdated, costly, and overdue for retirement.
33
%
Customers Aged 66+ with Income < AUD 100K Accessibility and trust were non-negotiable.
215,042
Customers to Migrate with Minimal friction while maintaining their confidence and trust.
How might we replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
/ Discovery
Validating Assumptions through Research
I planned and led end-to-end user research to test interest, behaviours, and usability for the proposed feature.
Participant Recruitment: Created screeners and recruited 6 participants through ChitChat.
Testing Set Up: Prepared Dovetail templates and moderation guide for consistent testing.
Moderated Testing for Real-Time Insight
I facilitated all sessions and gathered qualitative feedback to understand:
- How often users repeat payments and to whom.
- What features they value in managing payees.
- Their concerns about saving payment data.
Prototyping: Designed alternative flows in Figma to evaluate usability and gather user feedback.
Stakeholder Collaboration: I then worked closely with stakeholders to align expectations and secure buy-in.
Task-Centric Mental Models
Theme
Users preferred Internet Banking for complex, information-heavy tasks—demanding clarity and control.
Insight
Feature Expectations
Theme
Users wanted advanced tools on desktop—search, filters, personalisation—not just mobile parity.
Insight
Password-Less Login
Theme
Users favoured secure, seamless login over traditional passwords—accessibility and ease won.
Insight
Support Preferences
Theme
In-app chat beat call centers for quick help; calls were reserved for complex needs.
Insight
Synthesis
Post-research, I tagged and analysed insights in Dovetail, validating hypotheses and surfacing new needs. The user research revealed several insights that shifted our focus:
Users didn’t perceive strong value in the proposed Quick Pay feature. The time savings were minimal compared to their usual flow, and since these payments weren’t frequent, the extra steps didn’t feel burdensome. Instead, users preferred the ability to pin favourite payees within the address book for quicker access when needed.
/ Design
Pivoting Based on Real User Needs
Research revealed that users didn’t want to save fixed payments or create favourites. They simply wanted the app to remember who they paid last.
This led us to shift focus from the proposed Quick Pay to enhancing the Recent Payees feature within the Address Book—creating a more flexible and intuitive flow.
/ Impact
Refined Personas & Mental Models
We moved away from age- and demographic-based personas, focusing instead on users’ task mindsets. Internet Banking users valued depth and detail; Mobile Banking users preferred speed and simplicity for quick wins like alerts.
Feature Expansion vs Feature Parity
We shifted from a rigid mobile-first approach to a context-first strategy. Desktop became the hub for heavy-lift tasks; mobile stayed lean for on-the-go needs. Each platform played to its strengths.
Increased User Satisfaction
Designs grounded in real user needs led to higher confidence, reduced contact center dependency, and a smoother migration experience—without compromising trust.
/ Reflection
Reusable Research Templates
Post-project, I built standardised Dovetail templates and global tagging systems. These cut synthesis time and made cross-project collaboration seamless.
Upgraded Playback & Insights
I redesigned the playback format, adding a section for core user pain points and behavior patterns. This made findings easier to action and improved design alignment across teams.
Deeper Stakeholder Alignment
We hosted inclusive workshops that invited candid feedback and collective decisions. This nurtured trust and elevated the research culture across the org.
De-risking Product Investment: Validating "Quick Pay"
How research validated real demand, refined the product direction, and saved development effort focusing on true customer needs.
Client
Virgin Money | ME Bank | Bank of Queensland
Role
Lead Researcher | Product Designer
Scope
End-to-End Concept Testing | MVP Feature Prioritisation | Service Blueprint & Discovery Research Contributions
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Tools
Figma | Dovetail | Jira | Miro | Confluence | Sketch
Stakeholders
Development Lead | Product Team | Design Lead
/ Context
Frequent Payments, Friction-Filled Flow
The team identified a friction point for users who make repeat payments to the same individuals. The proposed Quick Pay feature aimed to simplify this by allowing users to save payment details and reuse them for faster one-off transactions.
3
Complex Products, 3 Brands, 2 Platforms
2
Legacy Banking Platforms Outdated, costly, and overdue for retirement.
33
%
Customers Aged 66+ with Income < AUD 100K Accessibility and trust were non-negotiable.
215,042
Customers to Migrate with Minimal friction while maintaining their confidence and trust.
How might we replace outdated systems with a modern platform that scales across brands and feels seamless for every customer — new or legacy?
/ Discovery
Validating Assumptions through Research
I planned and led end-to-end user research to test interest, behaviours, and usability for the proposed feature.
Participant Recruitment: Created screeners and recruited 6 participants through ChitChat.
Testing Set Up: Prepared Dovetail templates and moderation guide for consistent testing.
Moderated Testing for Real-Time Insight
I facilitated all sessions and gathered qualitative feedback to understand:
- How often users repeat payments and to whom.
- What features they value in managing payees.
- Their concerns about saving payment data.
Prototyping: Designed alternative flows in Figma to evaluate usability and gather user feedback.
Stakeholder Collaboration: I then worked closely with stakeholders to align expectations and secure buy-in.
Task-Centric Mental Models
Theme
Users preferred Internet Banking for complex, information-heavy tasks—demanding clarity and control.
Insight
Feature Expectations
Theme
Users wanted advanced tools on desktop—search, filters, personalisation—not just mobile parity.
Insight
Password-Less Login
Theme
Users favoured secure, seamless login over traditional passwords—accessibility and ease won.
Insight
Support Preferences
Theme
In-app chat beat call centers for quick help; calls were reserved for complex needs.
Insight
Synthesis
Post-research, I tagged and analysed insights in Dovetail, validating hypotheses and surfacing new needs. The user research revealed several insights that shifted our focus:
Users didn’t perceive strong value in the proposed Quick Pay feature. The time savings were minimal compared to their usual flow, and since these payments weren’t frequent, the extra steps didn’t feel burdensome. Instead, users preferred the ability to pin favourite payees within the address book for quicker access when needed.
/ Design
Pivoting Based on Real User Needs
Research revealed that users didn’t want to save fixed payments or create favourites. They simply wanted the app to remember who they paid last.
This led us to shift focus from the proposed Quick Pay to enhancing the Recent Payees feature within the Address Book—creating a more flexible and intuitive flow.
/ Impact
Refined Personas & Mental Models
We moved away from age- and demographic-based personas, focusing instead on users’ task mindsets. Internet Banking users valued depth and detail; Mobile Banking users preferred speed and simplicity for quick wins like alerts.
Feature Expansion vs Feature Parity
We shifted from a rigid mobile-first approach to a context-first strategy. Desktop became the hub for heavy-lift tasks; mobile stayed lean for on-the-go needs. Each platform played to its strengths.
Increased User Satisfaction
Designs grounded in real user needs led to higher confidence, reduced contact center dependency, and a smoother migration experience—without compromising trust.
/ Reflection
Reusable Research Templates
Post-project, I built standardised Dovetail templates and global tagging systems. These cut synthesis time and made cross-project collaboration seamless.
Upgraded Playback & Insights
I redesigned the playback format, adding a section for core user pain points and behavior patterns. This made findings easier to action and improved design alignment across teams.
Deeper Stakeholder Alignment
We hosted inclusive workshops that invited candid feedback and collective decisions. This nurtured trust and elevated the research culture across the org.