Wizzio 2.0 was a banking ecosystem on a tablet. Every customer centric bank process digitizied into an individual app or widget in a shiny tablet app. This would enable the bank’s relationship managers (RM) to carry around the bank in his briefcase and take care of banking face to face at a time and place convenient to the customer. Wizzio 2.0 was a successful product by its own merit.
In January 2014, I was tasked with figuring what Wizzio 3.0 should be.
If every bank process in Wizzio started to talk to each, I pitched that we could start doing interesting things by connecting the dots. We could proactively provide highly customized leads to the RM to improve his relationship with his customer. Wizzio 3.0 could evolve into an anticipatory assistant for a modern bank’s relationship manager.
To communicate this concept, I sketched out a curated dashboard app for an RM. The dashboard would be populated by cards created by Wizzio’s brain. I called it the Journal.
The card based modular design was well received. By using cards, everyone agreed that we would be able to control, curate and surface time relevant content to the RM based on Wizzio’s brain. The left hand side bar with the app menu and right hand social feed felt dated. They were not aligned with the Journal concept of a smart assistant and were cannibalising the old app. “Imagine if Wizzio 2.0 existed as is and with a single tap, we enter into the Journal. What more would I see accompanying the cards?“, the VP said to me.
With the above feedback, I delved deeper into the needs of a relationship manager. I created personas for various bank employees based off my conversations with other stakeholders who had a great deal of domain expertise. A key takeaway from these conversations was that RM’s needed to constantly keep an eye on a closed set of pre defined variables at all times. I addressed this need by adding fixed widgets.
In iteration 2, I stripped away everything except the feed of cards and added fixed widgets on left side. It strengthened the modern approach I was going for and balanced the interface.
Next I focused on the cards themselves. While the content of every card differed widely, I defined a fixed content structure, interaction behaviour and 3 distinct states for every card. All cards appeared in the Journal in the Snippet View. On tapping any card, it would transiton into the Expanded View. A Expanded card could grow into the Full View. Each view for a card had a specific purpose. The snippet view was designed to surface actionable content that the RM might have missed with a single level of context – the customer. The Expanded view would elaborate on the recommended actions with a second level of context – the market. The Full view would describe the complete idea with arguments and notes.
After the summer, the partnership with IBM Watson came through and we started feverishly learning about Watson and cognitive computing. Our goal was to illustrate how interacting with Watson could leverage its cognitive computing abilities in our context of the financial world. Working with Watson was challenging – we needed to figure out where and how the technology could integrate with Wizzio, how much would it interact with the RM’s and in what form.
We settled on an IM like interface leveraging Watson’s natural language capabilities to accompany the Wizzio’s cards. All responses by Watson would be in the chat but we utilized its knowledge to ‘create’ cards to present its answers! This created a tight integration between Watson and Wizzio and we were finally seeing the light at the end of the tunnel.
Wizzio is a successful product being deployed by Novabase at a couple of clients. It is among the few in the financial world that approach banking with a humanized approach and has been regularly featured at Finovate (demo link), Gartner among others.
Working on Wizzio was my first taste of building a product from scratch and I grew a great deal as a designer and design communicator. Also tackling challenges on working with technologies like Watson was exciting and rewarding.
Note: Wizzio is a copyrighted digital product owned by Novabase SGPS, S.A. including all intellectual property. The above information is drawn from my experience working in the capacity of an employee at Novabse.pt