๐ค "๐๐ก๐๐ง ๐จ๐ง๐ฅ๐ข๐ง๐ ๐ข๐ง๐ฌ๐ข๐ ๐ก๐ญ ๐๐ง๐๐ฅ๐ฒ๐ฌ๐ข๐ฌ ๐ข๐ฌ ๐๐จ๐ฆ๐๐ข๐ง๐๐ ๐ฐ๐ข๐ญ๐ก ๐ฎ๐ฌ๐๐ซ ๐๐ฑ๐ฉ๐๐ซ๐ข๐๐ง๐๐ ๐ซ๐๐ฌ๐๐๐ซ๐๐ก (๐๐๐), ๐ญ๐ก๐ ๐ฎ๐ง๐๐๐ซ๐ฌ๐ญ๐๐ง๐๐ข๐ง๐ ๐จ๐ ๐ญ๐ก๐ ๐ฉ๐ซ๐จ๐๐ฎ๐๐ญ ๐๐๐๐จ๐ฆ๐๐ฌ ๐ข๐ง๐ฌ๐ข๐ ๐ก๐ญ๐๐ฎ๐ฅ ๐๐ง๐ ๐ก๐๐ฌ ๐ซ๐๐๐ฅ ๐ฏ๐๐ฅ๐ฎ๐ ๐ญ๐จ ๐ฎ๐ฌ๐๐ซ๐ฌ," one of our findings after having a fruitful conversation with Bao Quach, an Online Insights Analyst, and Vân Ta, a User Experience Research Expert from the Online team.
๐ฑ The team working on this project faces a huge challenge in building a mobile app for a wide variety of markets and customer segments that will be used in many countries. Bao and Van are involved in the whole product development process, from the concept phase to the final product.
They work closely together to deliver an exceptional customer experience with their in-depth understanding about users.
Bao shares enthusiastically "The online insight analysis at Home is based on existing big data to address the questions:
๐ฌ What: What did users do? What kind of habits do they exhibit?
๐ฌ Who: Who are they? What are their characteristics?
๐ฌ Where, when: Where and when do they perform those acts?”
“URX will enable Product and UI/UX Designers to build and adjust the product following the criteria, also one of our leadership qualities - CUSTOMER OBSESSION, will help user interface and experience become better with the product," Van remarks.
When online insight analysis is combined with UXR, the understanding of the product becomes insightful and has real value to users. ๐ฌ “Why did they do this? They've got thoughts, emotions, behaviors, and expectations but what are the reasons behind their interface and experience?" are the questions Van always asks herself.
Home Credit is one of the few companies in the industry to have a specialized UXR team, and we place a high focus on the in-depth and practical findings that can be derived from the online insight analysis. This approach can harness the experience of our users at every touchpoint in their journey with Home Credit products.
๐ Even though they have been at Home for more than a year, both Bao and Van agree that "Home is home". Bao says, "Home is equipped with modern tools for optimal work and always has talented people to inspire and grow together". “Having an "in-depth understanding" of UXR's value and appreciation for contributions no matter how small or big, regardless of one's position in the organization, makes Van feel like a part of this big family,” Van happily shares.
No matter how challenging their work may be, Bao and Van always have somewhere they belong and something to think about as they are #FeelingGoodatHomeCredit.
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