About the project
KBC believes that making banking easy and transparent helps young people to be able to manage their funds and make good financial decisions. That’s why they created K’Ching: an app specially designed to help 12 to 18-year-olds do just that. They added a little lightheartedness to the experience, by means of a chatbot format, some jokes and fun facts, plus a cute mascot. These emphasise KBC’s approachability and their connection to their target audience.
I was asked by Internet Architects to define the voice, help design the conversations, decide on tone profiles, and write copy for the conversations and other UI elements.
Of course, this was dealing with the sensitive matter of finances. Keeping this in mind was important to me, so that we would never speak lightly of what could be a less than ideal financial issue or situation.
Approach
- Stakeholder research: interviewed various stakeholders to get a 360° perspective on the project.
- Defined voice and tone through a card sorting exercise.
- Designed the conversations, in mindmaps and tree structures.
- Provided UX writing of the conversations and various UI elements.
- Helped with UX testing and iterated based on the outcome.
Outcome
- Clear content and usable guidelines for KBC’s first conversational UI.
- A good foundation for the development of new conversation trees and copy to match.
- Lessons to bring along to new conversational UI projects.
- An app that is well designed and fun to use. It is still going strong: the app has been online since 2017 and has a 4.5-star rating in the App Store today.
Joeri Cornille at KBC
It was great to have Saskia with us for such an exciting new product.
What she brings to the table is her thorough approach to UX and content, as well as a genuine curiousity, compassion for the user, and good ideas.