Advancing Experian’s products through user-centered strategy and design
A leader in credit and identity monitoring, Experian was looking for a new, user-centered strategy to guide the future of its credit, identity, and online safety tools.
Through a combination of user research, concepting, and validation, we worked alongside Experian to reimagine its future product experiences, building strategies to better meet the needs of its users.
Building alignment across teams
Workshopping with product and engineering groups, we immersed ourselves in Experian’s product and business goals, drawing on domain knowledge across disciplines. Establishing a shared understanding aligned our teams, informing the hypotheses and assumptions we validated over the course of the program.
Throughout our engagement, we worked closely with Experian’s stakeholders, facilitating full-team reviews, concepting, and research sessions.
Generating future product concepts to protect children online
To develop new concepts for Experian’s monitoring tools, we interviewed dozens of parents in their home using generative research exercises. These interviews allowed the team to establish user archetypes and detailed journeys.
Through a collaborative process, we synthesized over 1,600 data points, identifying key patterns and insights, forging connections between common user needs and behaviors.
Developing a product strategy based on true user feedback
Based on our synthesis, we created dozens of seed ideas that we refined into hero concepts for user testing.
Concepts were taken back to parents to validate resonance. From these sessions, we developed a strategy for Experian’s future service offerings, in addition to a set of experience guidelines to inform future explorations and strategy.