Context

Our client, an SMB focussed business management software company wanted to explore the opportunities in India given the impact of Digitisation - Demonisation, GST and uptake of payments in India. Their starting hypothesis was that there was a need around GST that was worth exploring.

Our Process

Pensaar Design co-created with our clients. Started off with articulating is internally held beliefs of the way forward and then understanding the landscape in India with secondary (desk) research and of course deep qualitative research with our client’s customers and their ecosystem. We explored several whitespace opportunities that we narrowed down to one which we ran rapid experimentation with real small businesses. The tools used - Wild Safari, Love- Do matrix, Jobs to be Done, Affinity Mapping, Biomimicry, Empathy Map, Rapid Experimentation, Open ended Qs, Listening skills & Observation skills

OUR FINDINGS

Articulated the primary persona to focus on (while we had secondary & tertiary personas) and a new tool we created, the value scan that helped identify:

key problem to solve

measures of success

customer acquisition & reach

OUTCOME

Conceptual design & wireframes for the solution specification that took into consideration the learnings from several rapid experiments we ran on the idea.

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The Context

A multinational financial and retail technology company was looking to ingrain CX into their way of working and develop a CX strategy & roadmap for the organisation. During the course of the project they also wanted educate leadership and key cross functional teams about CX.

Our process

Pensaar Design conducted in-depth qualitative research with individuals across various functions within the company and US customers. The research was aimed at outlining the customer journey map, identifying points of interaction, pain points, joyful events and the overall experience at different touchpoint. Having identified opportunity areas for improving CX a CX strategy and roadmap was developed. 

To complement the CX strategy and support it we also developed a CX playbook that will serve to support teams as they transition into becoming a more CX focused organisation.

CONTEXT

While managing money and investing are extremely personal decisions, it can be an overwhelming and intimidating experience. How do you redesign the current experience of managing money to make it more joyful, giving back control and confidence to the customer.

OUR PROCESS

OUR FINDINGS

What had started as two different projects objectives, on digging deeper had common challenges. Individuals with varying levels of investment proficiency were looking for support in the choices that they were making.

They could not rely on banks for support as they had a frayed relationship with the bank. How do you create a financial tool that allowed the user to feel a sense of control over their financial decisions, and seek support from trusted parties?

OUTCOME

One key solution from the many was an intelligent assistant that makes recommendations and manages your money for you, just the way you would like it! The product helps users monitor and track their expenses, and send and receive money instantly using the UPI feature. It allows the user to navigate through the product without having to provide any personal details during on-boarding. It also assesses their financial fitness, which in turn allows them to understand their current portfolio limitations and empowers them to plan for their future.

The design language was playful and simple to make financial planning and management less intimidating.  The visuals and design features gave customers a very quick view of their financial portfolio with little effort on their part and to have support at every step of the journey.

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context

Few millennials participate in the financial solutions leaving money in low interest bearing financial instruments. When migrant workforce move from their towns to bigger cities to better and steady their wages, they also leave behind their access to informal credit lines.

OUR PROCESS

Pensaar Design carried out in-depth qualitative research of newly banked, migrant and DFS initiated population across 5 cities in India to deeply understand how migrants handled their money and to decode their attitude and behaviours regarding earning, spending and saving.

OUR FINDINGS

OUR SOLUTION

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Context

Pensaar Design was tasked with bringing about a shift towards game changing thinking with the leadership team of the India business of a global finance management and also help craft and articulate a bold vision, one that would deliver customer delight while exponentially growing business.

PROCESS

The research process involved understanding the client’s customer base and their association and relationship with the product in question. A detailed understanding of the key stakeholders and the core team helped us get a good sense of their approach to work and their expectations for the product in the next 5 years. The research gave us a view into the mindsets, current org. challenges, customer product perceptions and the competitive context, which was in turn leveraged to craft the vision and strategy for the organisation.

vision and strategy workshop

While building the vision and strategy for the way forward it was also important to ensure the core team was letting go of all existing biases and also to re-frame existing mindsets.

Vision & strategy for leadership alignment on way forward

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The Context

A National Alliance for mass entrepreneurship was looking to develop a micro-insurance product for MSMEs that best caters to their current needs with regard to safeguarding their business and sustaining operations in the eventuality of a business interruption scenario. Our client was looking to identify key customer behaviors and mindsets to focus their efforts on, then identify relevant opportunities for developing potential insurance products and understand how to develop an appetite for the proposed products amongst MSMEs within India.

Our process

Pensaar Design conducted a baseline study of existing business insurance products for MSMEs & in-depth qualitative research with insurance experts and micro-medium size enterprise owners across multiple locations in India. The aim was to identify specific entrepreneur behaviours and mindsets around insurance uptake as well as understand pain points to design break-in-business-continuity insurance products that fit business needs.

qualitative research

THE OUTCOME

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