Kids Banking - Tapp
Financial education and banking for teens
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About the project
Title: Kids Banking - Tapp
Type of work: Service design & UX/UI
Client: Tapp of Caja Los Andes
Date: September 2023 - March 2024
Challenge
Financial education in Chile often arrives late in life for many individuals. That's why Tapp - a subsidiary of Caja Los Andes - has embarked on a mission to provide financial education to young people in Chile at an early stage, equipping them with the tools to tackle real financial challenges when they arise.
00
Research
In the early stages of the project, with the Caja Los Andes (CLA) CX team, we focused on gathering information regarding national and international backgrounds and references. Additionally, we delved into the world of Generation Z through documentary research to understand their preferences and needs.
Furthermore, as my team assumed more of a consulting role towards the Tapp team, alongside an external company called Rubik, we conducted 10 interviews with CLA-affiliated parents and their children aged between 12-14 and 15-18 in the Metropolitan Region of Santiago. We also conducted 6 interviews with CLA-affiliated parents and their children in the same age groups but from regions across Chile. All these efforts aimed to comprehend and empathize with the needs of both parents and children regarding financial education.
Moreover, we asked the young participants to keep a record of their purchases and how they made them (whether through cash, card, or transfer, what they purchased, etc.), to understand their financial behaviors and needs.
01
Ideate
During the product ideation process, insights gathered from conducted interviews, findings from documentary research, and the exploration of potential use cases were considered. This was done to understand potential scenarios that users might encounter when using the service.
This approach led to the creation of a user journey aimed at developing an MVP that seeks to provide both financial and educational tools to the children of Caja Los Andes affiliates. The goal is to help parents gain better clarity and control over their children's expenses, while also enabling young people to start understanding the use of money and financial terms before facing real-world challenges.
02
Test
To test what would become the MVP, we began by conducting a user test to determine whether children can indeed comprehend the terms commonly used in banking, and whether they understand the tools offered in the app for easy usability and a positive user experience.
03
Implement
For implementation, infographics were designed regarding the app's usage to train call center executives and prepare them to address potential issues ahead of the MVP launch. Additionally, efforts were made to design channel experiences to deliver an omnichannel experience for both users, parents, and children.
04
What I learned
What I learned the most from this project is the importance of teamwork and supporting each other. As service designers, our role was more consultative, which led to many obstacles and friction with the Tapp team, who didn't see us as part of the team and didn't recognize our desire to help with the project's development and growth. This resulted in a constant search for ways to stay aligned and try to build a team dynamic and trust among everyone.