Metis | UPenn

Role: User Researcher & Designer

Type: Digital Design & User Research

Skills: User Research, Figma

Brief

Following the loss of a loved one, people need tools to help them reduce the stress and emotional pain that arises from communications with companies and banks, which are required to settle their loved one’s affairs.

My role

This was an academic project in which I worked together with Alice Gilmore. We both took the role of user researcher and digital product designer.

Interviews

  • Six Interviews
  • Ages range from late 20s to late 70s
  • People who had lost parents, siblings, grandparents and in-laws
  • Deaths were expected and unexpected
  • People with estate planning and without
  • Key insights

    insights

    It takes time to emotionally process losing someone you love. Having to sort through their affairs while processing your own grief is stressful and has a very negative impact on the grieving process. This is particularly acute when the loss is tragic or unexpected. One interviewee said that the most painful part of the process after his relative died was having to repeat the story of his death over and over again over the phone to companies and receiving their condolences, even though he knew they were not really sorry.

    💡 “I literally googled 'what to do after someone dies'”
    - Interviewee

    Journey mapping

    insights

    Our solution

    A digital Tool to help people know what tasks need to be done, streamlining communication with companies and banks. We also thought in a task management functionality in order to let close friends help the user through this paiful process.

    Constraints

    As we began to ideate, we began to wrestle with the idea and limitations of a digital tool. Not to say that an analog solution would be better, but we had a hard time imagining any of our interviewees browsing the app store for an app to help them right after they lost their loved one.

    Similarly, if we took the planning-ahead route, we couldn’t imagine anyone downloading an app to plan for their own death. So that made us start to think about the problem more broadly. Specifically, we starting thinking about all the things that someone would need to know about after a death and how a re those items are being managed while this person is still alive.

    This brought us to the Intuit suite. Intuit has two relevant products. The first is Mint, which is a digital platform that collates all your financial accounts and allows you to see them on one dashboard. The second is TurboTax which allows you to file your tax return, but embedded in a tax return is all sorts of financial information. It can tell you about sources of income, property owned, insurance paid and investments.

    turbo

    Once we fleshed out our concept, we went back to our interviewees and talk about this idea. We validated that not only would they find value in a solution like this one for managing their deceased relative's belongings, but also they really wanted to have a tool like this one to put their things in order in case something happens to them.

    Wireframes

    We first used paper to discuss the flow and experience of the product together. We defined that there will be two different flows: one for the person who is still alive and doing their taxes, and gets prompted by a message that suggests to sync accounts to leave affairs in order in case something happens, and another flow that would start after the person passes and an Executor comes take care of their affairs.

    turbo
    turbo

    Flow 1

    In this flow, the initial user is prompted to choose an executor while completing their tax return through Turbo Tax. The user chooses an executor, and syncs the information from TurboTax and Mint. She can also sync information manually by entering her bank's login information, and adding other things such as insurance policies, pensions, of government benefits.

    After this, the Executor would receive an email and she can either accept or decline taking this role. If they choose not to nominate an executor, they would be prompted again the following year. If an executor is chosen, the initial user would be prompted to review their choice annually.

    turbo

    Flow 2

    Following their loved one's death, the executor would log in to the platform using the credentials he established when he received the email telling him he was chosen to be the executor. In order to gain access to the deceased party's account, the executor would have to upload a certified death certificate, provide the deceased person's social security number and verify their own identity by uploading a government issued form of identification. Flow 2 shows the interface the executor will be presented with after they have gained access to the accounts.

    turbo

    User testing

    We tested this flows with 6 people that had gone through a process of sorting affairs for another person. One of these interviewees was also the manager of a funeral home, and she could give us valuable feedback on how to set a correct tone and voice throughout the product.

    turbo turbo

    Iterations

    After these tests, we decided to change many things of our initial prototype:

  • We modified the language
  • We changed the way we displayed the help messages
  • We added a user management section for the executor to know exactly who is helping with what all the time, and manage access to information
  • Design Choices

    In addition to being thoughtful about language, we also wanted to make sure our aesthetic choices were appropriate for situation. We decided to use a reserved color palette and to rely on typography for visual interest. We also used typography to convey a sense of officially and security, as user testing informed us that security was a primary concern for all users.

    turbo turbo

    Value add for the user

  • Allows user to share financial information with trusted family member or friend with minimal effort
  • It keeps track of all tasks that need to be done and keeps information organized during a stressful time
  • Streamlines communications with companies and banks, reducing painful interactions
  • Allows Executor to ask for help from family and friends
  • Value add for Intuit

  • Allows them to leverage the data collected from their existing products to expand their platform
  • Helps reposition them as a provider of lifelong services, not as a platform you eventually upgrade from