I've found multiple problems with Tangerine's support page. However, the key to this phase is prioritization. I've asked the questions listed below in order to narrow down the possibilities and identify a specific problem that would guide my decision-making throughout the next phases.

<aside> 🔸 What is more relevant for the user? - Issues resolved in a timely manner.

• Human support is preferred.

</aside>

<aside> 🔸 What is more painful for the user? - Long wait times.

• Absence of the online chat.

</aside>

<aside> 🔸 What are the core goals of the company?

• Provide simple and innovative everyday banking services.
• Slogan: "Forward Banking".

</aside>

<aside> 🔸 What is more important for the company?

• Client retention.
• Increase customer satisfaction.
• Reduce cost per contact.

</aside>

Problem statement

<aside> 🎯 Users get frustrated when they request support from Tangerine given that:

• Chatbot doesn't solve complex financial issues.
• Online chat is usually not available.
• Long wait times to speak with a representative via live telephone.

</aside>

Hypotheses

<aside> 💡 Creating a clear FAQ section followed by a menu with helpful links will filter the number of people who require human interaction.

</aside>

<aside> 💡 The creation of the Book an Appointment option for complex financial services (such as investments and mortgages) will reduce the telephone wait times.

</aside>

<aside> 💡 Making the online chat available would increase user satisfaction.

</aside>

<aside> 💡 If the estimated wait time is longer than 15 minutes, users could be offered the option of a call back from Tangerine.

</aside>