1. Validated Banker Personas | Empathising with our Bankers responsibilities and challenges

2. Understanding how bankers think | Identifying how our bankers group information on a customer profile

3. Appendix | The research methodology and detailed insights

12 Banker Participants

1. Hypothesis

Concentrating on similarities among banker roles (customer-facing, support, and operations) enables for standardization of customer information, ensuring service consistency.

2. Research Method

Moderated open card sorting sessions.

Bankers were presented with cards representing information focused on a customer’s profile in the current D365 environment.

They were asked to organize and group these cards based on their understanding and preferences.

Educating within the pack on the following:

What is a Persona in our context?

Banker Personas represent employee types [relative to how they support customers]. They help us understand and empathise with their responsibilities and challenges.

What is Card Sorting?

Card sorting is a research technique where participants organize labeled cards into groups based on their way of thinking.

In our study, we applied this method to gain insights into the attitudes, values, preferences, and behaviors of bankers, shedding light on their decision-making processes and organizational dynamics.

How did we create our cards?

For each card presented to our bankers, we asked them to:

• Provide us with a brief understanding of each card. E.g. What information would they expect to see under [Customer Details].

• To then place the cards into groups of information that make the most sense to them.

• Asked tailored questions to understand logic and information based on various role types. Name the groups based on the categories they have formed.