Using a physical card deck to encourage honest and accurate interviews about potentially sensitive topics.
Overview
Problem
In the early B2C phase, HelloWallet relied on informal methods like coffee shop interviews for user research. After pivoting to a B2B model, structured research efforts were virtually nonexistent.
Solution
I introduced a strategic approach to user research by:
establishing a lean, repeatable research framework.
aligning research activities with sprint cycles for swift incorporation of user feedback into the product.
creating a comprehensive user research toolkit to foster user-centered design across the team.
Impact
HelloWallet was a B2B personal finance app, purchased by companies as an employee benefit to promote good money habits and retirement readiness.
Fortune 500 customers included Salesforce, United Technologies, Walmart, and Allstate.
HelloWallet was acquired by Morningstar in May 2014 for $52.5 million.
Role & Responsibilities
As the sole Senior User Researcher, I was responsible for initiating, planning, executing, and communicating all research initiatives.
Methods & Techniques