A number of workshops were conducted bringing together various team members and stakeholders to identity current pain points along the customer journey, understand user problems and ideate potential solutions.

Ongoing research techniques into occasions helped shape this years response to Easter. Qualitative interviews on app at Christmas helped uncover existing pain points for our customer, such as need a general a feeling of being overwhelmed by communications and a need for clearer, simplier entry points. Past techniques have included diary studies and unmoderated tests.

Off the back of a recent hackathon submission animated moments of delight were created to guide the user through the experience. In particular first time product enhancements were created in the space of one sprint for app, with a lottie animated splash screen and an animated quicklink.