"Your challenge is to envision how a core banking app could meaningfully support the family or household ecosystem in managing their shared and individual financial responsibilities."

"Reimagining digital banking experience this time, focusing on multi-generational needs and shared family or household finances"

The brief spans an entire family ecosystem, too broad to serve well in one week.

My action plan is to scope deliberately, map each role, then commit to the one with high value.

How many users are within the multigenerational ecosystem?

Design is the search for a good fit between a form, and it's context.

What makes a problem what it is: human needs, technical constraints, conflicting requirements, habits, edge cases, and relationships. Bad design appears where those forces remain unresolved. Good design appears where those misfits have been worked through carefully. Christopher Alexander, Notes on the Synthesis of Form (1964), via Karri Saarinen, 2026

In here, my aim is to first shape the problem. Before I can work on the form, I must know the fit.

The diagram below categorises the methods into how the product is being used when testing. Because the users will not be using the product during the study, we will focus on Decontextualised methods of focus groups, interviews, and surveys.

Keeping in mind the limited time box, I focused on recruiting users who pass as the Caretaker Adult, and spoke with two of them. The methodology was Interview, Qualitative (Direct), with questions focused on the “Why” and “How to fix”.

We're conducting an interview to understand how you invest and interact with financial platforms. Your feedback will help us design a more intuitive financial experience.

Method: Remote interview (audio)

Sample size: 2

Duration: 20-25 mins

I opened the session for 3 days. Finding the right people, Malaysians who support family financially was hard, and money is a sensitive thing to ask my peers and strangers about. So I landed with depth over numbers: two of in-depth interview, treated as early, directional findings.

User Persona

Executive Summary

Feature Ideation

Landscape Analysis

3rd party layer as security protection with a focus towards the elderly.

3rd party layer as security protection with a focus towards the elderly.

Google's "Circle to Search" can now instantly tell you if a text message is a scam.

Bank of America Security Meter in our Mobile Banking app.

Elderly user needs: Service for Elderly, Legacy planning, Joint account planning, Trusted Contact

Solution

Customer Journey

Four user stories define the SafetyNet prototype - covering both the Older Dependent and Caretaker Adult perspectives across new and registered user states.