ZEUX Innovation

Please describe your company and your position there.

I am the DVP-Digital Product Management at AU Small Finance Bank. Our company has a long-standing track record of over two decades of being a retail-focused and customer-centric institution; serving low- and middle-income individuals and micro/small businesses that have limited or no access to formal banking and finance channels.

The Bank offers a comprehensive suite of loan, deposit & payment products and services. My major responsibilities and expertise are in UX Design of Mobile Banking, Digital Payments, Artificial Intelligence, Customer Experience, IoT and others

For what projects/services did your company hire ZEUX Innovation?

Our initial digital channels were not in good shape as the focus was to just go live after we became Small Finance Bank in Apr’17. The UX was something we started to focus on when we planned to expand our markets to tier-1 cities.

It was a strategic call by the top-notch team to get a sound UX partner on board who can help us up our game and offer seamless and intuitive experience to our users.

What were your goals for this project?

Our main focus was to:

• Align AU’s digital footprints with the rapidly changing digital landscape, user expectations, trends, and best practices
• Align with the change in business priorities across different product lines
• Create a hyper-simple banking experience

How did you select ZEUX Innovation?

We evaluated them basis the domain expertise, the pedigree, the quality of the resources, and lastly their confidence in upgrading the avatar of the bank’s digital properties

Describe the project in detail.

We initially signed up for a 6-month engagement starting from Jan’19. We extended the engagement for another 6 months because of addition in the scope. However, we requested if ZEUX could do the stakeholder interview earlier in December itself due to the availability issue of key people.

They were flexible to take up this on short notice. Not only did they managed the interviews but also did the design thinking workshop which later helped us. We formally kick-started in Jan’19 wherein they reiterated the brief given by the CEO himself during the F2F interview.

The initial first couple of weeks was dedicated to the initial benchmarking and user persona exercise. ZEUX helped us prioritized our key users considering the digital aspect of our business.

Since banking by nature is so overwhelming to a lot of users, we agreed that one of the key strategic differentiation for the UX revamp should be focused on hyper-simplicity.

Before commencing with the design process, ZEUX benchmarked us against the top 5 players in the market, created the whole framework which helped us with the UX matrix to be chased.

The structural designs were made keeping the lowest denominator in mind and key screens were then tested with ~10 users. Basis the insight received from user testing, screens were further refined, and remaining screens were made. The end deliverable was shared as responsive HTMLs.

What was the team composition?

The project had one UX-lead designer and Sr. UX-Designer working full-time along with VP-UX who provided oversight and leadership to the overall Program. ZEUX’s final deliverable were HTMLs therefore the project had Lead Programmer and Sr. Programmer during the end phase.

Can you share any outcomes from the project that demonstrate progress or success?

• The digital experience was crafted for the lowest common denominator.
• Task flows and journeys were designed to be hyper-simple
• Careful consideration to the content was given to ensure its jargon free and speaks in the user’s language
• The images & illustrations were designed to exude an Indian cultural ethos

How effective was the workflow between your team and theirs?

ZEUX has been really appreciated by our key stakeholders. Irrespective of a strict deadline and budget control environment, they didn’t compromise with the UX design process and the quality of the output.

We appreciated that they were flexible and helped us evolve. They worked very closely with each stakeholder incorporating all their feedback and made us feel comfortable from day one.

Also, the team was completely aligned to the business goals and it was an absolute pleasure working with them.

What did you find most impressive about this company?

Quick turnaround, great quality and competent team

Are there any areas for improvement?

Would be good if they also agree to build development and integration capabilities so that they can be a one-stop shop.

Please describe your company and your position there.

I am the CEO at ZEPTH. Construction is a complex business and ZEPTH streamlines its management with practical solutions. It enables project teams to manage project risks, challenges and deliver quality projects on-time and within budget with a central collaborative platform that manages projects, resources, and financials in unison.

For what projects/services did your company hire ZEUX Innovation?

We tried making the application as comprehensive as possible but what we did not realize is that a lot of flows had become too complex. Users were not able to do the task on their own and needed a lot of hand holding. Even our sales team possibly could not explain the product very well and even if they would – I am not certain how much users were able to comprehend.

What were your goals for this project?

Right now, the onboarding itself goes through a lot of manual intervention. Since it is a Subscription-based platform we wanted users to be able to do everything end-to-end. Also, our long-term goal is to make the platform relevant and then expand in other markets providing the platform to the larger ecosystem.

How did you select ZEUX Innovation?

I chose ZEUX because they stood out in terms of their process, promptness and demonstrated experience in designing for complex and large scale UX design projects.

Describe the project in detail.

Nobody in the market does a great job when it comes to the features, functionality and the value proposition that our real estate management software offers. But clearly, we were not doing a good job in terms of offering a great user experience on this software.

We engaged ZEUX. The team first spent time doing domain immersion, expert review and understanding our needs in depth. Later, the team conducted in depth user research. Armed with all the insights about the product capabilities, challenges and the user needs, the team created the final concept.

A pristine dashboard in dark themes, laser focused on (personalized to) the needs of each type of user, with immense ‘Curb appeal’ was created that made a huge difference to our sales.

What was the team composition?

It was a 4-member team along with the direct involvement of the CXO – His involvement was critical in creating a differentiated user experience.

Can you share any outcomes from the project that demonstrate progress or success?

The user experience is quite seamless. Our sales & pre-sales team is super happy with the overall outcome and they have got such positive feedback from clients.

What did you find most impressive about this company?

1. Very sound understanding of UX science and their understanding on how to design for B2B and complex applications.
2. Fantastic team to work with. They delivered world class quality in committed timeframe.
3. Ability to adapt a new and a complex domain such as project management for large scale real estate projects.

Are there any areas for improvement?

They were great and we are already in talks with them for Phase 2.

Please describe your company and your position there.

I work for a company that has grown into one of the world’s leading technology companies and become recognized as one of the top 10 global brands opening new possibilities for people everywhere.

As Deputy General Manager – HR in a large Korean conglomerate, my core responsibility lies in creating world class experience for employees by leveraging technology and analytics.

For what projects/services did your company hire ZEUX Innovation?

We were using multiple products for various employees HCM (Human capital Management) solutions e.g., ADP, Oracle, GreytHR, etc. which hampered the overall experience which led to a broken journey and hence, we decided to get UX experts on-board to create a fine digital employee experience.

What were your goals for this project?

We were looking to increase employee engagement, productivity, and collaboration internally on our current HCM tools.

How did you select ZEUX Innovation?

As per Clutch list, ZEUX is one of the top UX design companies in India and when we contacted them then we learnt that they were the only UX Design Consulting Company offering niche expertise and had worked on several complex applications for Fortune 500 companies.

Describe the project in detail.

Once we selected the partner, we shared the problem statement and aligned our expectations. Initial few weeks were about understanding the personas and conducting qualitative and quantitative research.

Thereafter, keeping the UX strategy in mind the blueprint was made as part of the design process. After a couple of iterations in discussion with the branding & marketing team, key templates were finalised, and remaining screens were made.

Post final approval, the team shared the HTMLs and provided support during the development phase which made our life easier.

What was the team composition?

The UX Lead and Sr. Designers were involved from day-1 while the Lead and Sr. Programmer got going from forth month onwards on the project when the designs took a certain shape and sign-off was given on key templates.

Can you share any outcomes from the project that demonstrate progress or success?

The internal engagement increased by 10x post launch of the new design and we received an overwhelming response from our employees and Sr. Management.

In fact, the new design was the talk of the town even with our global team as they could see the value that ZEUX brought to the table and were hoping to work with them.

How effective was the workflow between your team and theirs?

We used to have weekly connections with the larger team to ensure smooth working. The team collaborated very well, and we were impressed to see how ZEUX was on top of their game.

What did you find most impressive about this company?

We had a great experience working with them and were astonished to see the kind of impact they were able to make. They truly are an OUTCOME driven UX design company.

Are there any areas for improvement?

Of course, which company doesn’t want things faster, but overall, we were satisfied with their immaculate work in every aspect. In the end they designed a highly intuitive and engaging product following a systematic UX approach.

Please describe your company and your position there.

I work as an AVP - Innovation & New Product Development at one of the large banks in India.

For what projects/services did your company hire ZEUX Innovation?

We engaged with ZEUX to help us design the monthly interactive statement for our customers.

What were your goals for this project?

We wanted to increase engagement with our customers and increase upsell + cross sell to the customers.

How did you select this vendor?

Within our company, ZEUX had worked on various projects with multiple stakeholders and the team spoke quite high of them which I also experienced while looking at their extensive portfolio work. So, yes without a second thought we got going!

Describe the project in detail.

Along with the PDF statement sent monthly, customers are also sent a link to their interactive statement. Upon clicking it, they can get a visual representation of their monthly transactions, their spends across expense categories, peer-to-peer financial spend comparison and offers based on the top categories they spend on. Key USPs:

• Engaging and holistic view of one’s own financial relationships across assets and liabilities on a monthly basis, no need for multiple statements
• Customers get a view of their spends across various expense categories.
• Customers can compare their financial profile with people like them and get a view of how well they are managing their finances.
• Saving of time and effort to analyse trends of financial transactions.
• De-cluttering of offers for the customers by providing them with personalized offers based on their interests and spend pattern.

What was the team composition?

1 Lead, 1 Sr. UX Designer, 1 CXO

Can you share any outcomes from the project that demonstrate progress or success?

Here’s the initial feedback gathered from a survey conducted amongst 8000+ customers.

• 88% rated good and excellent for the usefulness of information shown
• 90% rated the visual design look and feel as good & excellent
• 81% rated agree/strongly agree in assisting in the understanding of spends

How effective was the workflow between your team and theirs?

The workflow was smooth with minimal back and forth between the teams. Zeux team needed minimal hand holding and were able to grasp the gist of our requirements and vision accurately. The POC/ drafts created by the team met our requirements overall in the first go itself. The team dedicated to this project was always available for multiple calls to brainstorm and incorporate adhoc ideas/suggestions that our team came up with.

What did you find most impressive about this company?

It was great working with the ZEUX Innovation team and their thought leaders. The UX designers collaborated very well. Also, this project needed innovative and break-through ideas, something that was never done before in the industry. Hence, ZEUX was our go to place. They not only helped us create what we were looking for but also provided a lot more by handholding and directing us with their sound consulting advise which is much needed in creating anything new.

Are there any areas for improvement?

To be honest there’s nothing that I can point out which didn’t go well.

Please describe your company and your position there.

I am the General Manager for our breakthrough innovation startup focusing in the IoT space.

For what projects/services did your company hire ZEUX Innovation?

To ensure the IoT technology is used effectively, we emphasized and wanted to give equal importance to the UX Design of the application to monitor our renewable energy system. Below are the things that was expected from ZEUX:

1. Design a dashboard that customizes to different stakeholder views, allows them to view the relevant data and execute related tasks
2. Design infographics that are easy to understand and look visually appealing, especially end users need to access and understand the system performance.
3. The infographics should be actionable and help the end user to improve their processes. These infographics also help the technicians to diagnose any issues and provide remote support and service to the end users.  
4. The active notifications and warnings allow the technicians to pro-actively reach out to the end user and provide service even before they have to make the call.

What were your goals for this project?

1. Create an application to manage the IOT enabled devices that acts as a core differentiator in the market. 2. Present actionable data to the end user that enables efficiency and product sustainability

How did you select this vendor?

We were impressed to learn that ZEUX Innovation’s approach was systematic and process-oriented. Also, they were focussed on achieving real outcomes around usable information for the end user than just creating pretty picture design.

Describe the project in detail.

Given the uniqueness of our service and the multiple stakeholder’s involvements, we decided to start designing the most massive use case first, which was the view for the administrators. The team listed out all possible social impact metrics and technical parameters, that could be derived from the data received from the energy device, and then narrow down to the essential ones. The first iterations of dashboard designs were reviewed internally by us and with the team working with the end users in the Innovation Sandbox. Once approved for intuitiveness, functionality and branding guidelines, the designs were delivered as HTML files, which were then developed and executed by our Team

What was the team composition?

1 Lead UX Designer, 1 Sr. UX Designer, 1 Lead Programmer, and 1 Sr. Programmer. Oversight and thought leadership were provided by VP – UX

Can you share any outcomes from the project that demonstrate progress or success?

The design of the application has helped us clearly differentiate from the other device manufacturers. Our customers clearly see the value in investing in our systems and the application

How effective was the workflow between your team and theirs?

Initially had apprehensions because I am based in US and ZEUX Innovation team operates out of Mumbai, India. However, there were absolutely no collaboration issues. The overall project management and communication was flawless. They finished the project before time and way within the allocated budget

What did you find most impressive about this company?

Quality of work, the kind of resources (one may initially find that they are a bit expensive but you will soon realize that the quality of the output and the turnaround time offsets that extra bit of premium they charge), thought leadership, and pro-activeness. Additionally, the ownership and accountability of the project by ZEUX built my trust with them.

Are there any areas for improvement?

I gave them feedback that they should build capabilities to provide end to end solutions. Would be great to work with one stop shop and be worry-free

Please describe your company and your position there.

I am a Manager at one of India’s leading private life insurance companies, that offers a range of individual and group insurance solutions. In this role, I am accountable for website and application UX design that can truly deliver real business outcomes.

For what projects/services did your company hire ZEUX Innovation?

One of our key insurance products had been modified so many times by various agencies in bits and pieces. From time to time, we kept adding a lot of features in that product that by the end of the day it became a super complicated from user experience design point of view.

This being a complex journey, we were looking to find the best UX partner to help this make a success. After evaluating a couple of UX design agencies we zeroed down to ZEUX.

What were your goals for this project?

The things that we were focusing on was to help us improve the following metrics: o Higher ATS (ticket size) o Higher attachment rate o Higher STP (without call center intervention) o Higher Conversions

How did you select this vendor?

During our very first meeting for proposal walkthrough, ZEUX not only shared the approach for the current challenges but went beyond what was expected. As a staunch consultant, they looked at the overall health of our website and product by showcasing the high-level review which gave us more confidence in associating with them as our UX partner.

During the evaluation process, the key criteria were the years of experience that the leadership team bring to the table. However, with ZEUX the additional bonus was that they already had enough and more experience working in the BFSI domain.

Describe the project in detail.

This product underwent 3 stages. Problem Definition, Design, and Development. The initial problem definition included an understanding of the business, stakeholder expectations, and user needs and expectations. The second phase involved redesigning the journey to match user expectations.

Wireframes were created and visual design applied once the journey was agreed upon by all key stakeholders. Post this, a user test was conducted to ensure that the new designs indeed matches with the user needs and expectations and will help aid users in completing the flow and quicker decision making. Post this, responsive front-end HTML was created and were integrated into the core system.

What was the team composition?

The team comprised of 1 UX lead and a Sr. Designer with oversight from VP – UX. Since we were also getting the HTMLs done from ZEUX hence it also involved the programmer.

Can you share any outcomes from the project that demonstrate progress or success?

The design went live in phases. Post the full launch:

• The number of policies issued increased by over 40%
• Average ticket size increased by over 30%
• Customer ratings for this product increased from 64% to 73%
• Rider issuance increased by 40%
• Mobile app - NOPS increased by 30%.

How effective was the workflow between your team and theirs?

By now we have worked on three projects with ZEUX and have plans to work on many more which talks for the quality output and great work that they have done. They have been really appreciated by our senior stakeholders as well.

What did you find most impressive about this company?

The best thing about them is that they are not someone who’ll execute what is being asked but will give sound advise on how it could be done better like a true consultant. They worked collaboratively as an extended arm of our company.

Are there any areas for improvement?

Since this was our very first project hence there was little friction initially like it is in any relationship. However, as we continued working together on other projects things got working for us better. So yes, I hope if there is really something that I want to be improved or rather strengthened is our working relationship with ZEUX.

Please describe your company and your position there.

We build payments infrastructure globally, providing a real time cross border payments service for mobile wallets and bank accounts; as well as transaction processing, clearing and settlement services for regional and domestic faster payment systems. I am Director – PMO.

For what projects/services did your company hire ZEUX Innovation?

We reached out to ZEUX for multiple large scale and complex projects – Essentially ZEUX is our UX partner for all UX requirements at TerraPay.

How did you select this vendor?

ZEUX was referred to us by someone internally. When we connected with ZEUX – they were able to demonstrate their ability to deliver on complex and large scale UX design projects – for both B2B and B2C.

Describe the project in detail and walk through the stages of the project.

There are several ongoing projects with ZEUX. The teams across all the projects are very capable and professional.

How many resources from the vendor's team worked with you, and what were their positions?

About 10 resources CXO UX Principal 3 UX Leads 3 Sr. UX Designers 1 Lead Programmer 1 Sr. Programmer

Can you share any outcomes from the project that demonstrate progress or success?

Most of our projects are ongoing right now. So far, what we have observed is that they bring in a lot of strategic aspects as well. This helps us build in clear differentiation in the products and also simplify workflows across products.

How effective was the workflow between your team and theirs?

Highly professional. They live up to their commitments on quality, timelines and delivery.

What did you find most impressive or unique about this company?

1. Their leadership layer – CXO and the principal UX designer that they assign on each project makes it worth it.
2. Their designers (across all projects) are top notch.
3. Highly professional. They usually under promise and overdeliver.
4. True partners. If you engage with them, be ready to receive different and unique ideas, and also push back on some ideas.

Be ready to be challenged (in a nice way).

Are there any areas for improvement or something they could have done differently?

Nothing from my side. We are really happy.

Please describe your company and your position there.

I work as Project Manager overseeing design & execution of a Training delivery app for an EdTech startup

For what projects/services did your company hire ZEUX Innovation?

For web page & mobile screen designs for our app

How did you select this vendor?

We met with several organisations in this space, had in depth meetings with each, explained our requirements, understood areas of their expertise, met their leaders, evaluated their approach, and once convinced that they were the right partners to work with we went ahead & signed up with them.

Describe the project in detail and walk through the stages of the project.

We are working on a training delivery app and had our vision of the product, its features & functionalities articulated in documents. Zeux came in at Stage 2, to design the screens from scratch. We have now moved into Phase 3 which is software development.

How many resources from the vendor's team worked with you, and what were their positions?

• CXO
• one UX Principal
• one UX Lead
• one Sr. UX Designer

Can you share any outcomes from the project that demonstrate progress or success?

We are absolutely delighted with the outcome! With regards to their design ideas, the process they followed, their project management, communication with our team - they aced it on every count!

How effective was the workflow between your team and theirs?

It was very smooth, always cordial and friendly, always stress-free and always timely. No delays, no excuses during the 4 months!

What did you find most impressive or unique about this company?

1. Their UX/UI skills
2. Their thinking & problem-solving ability
3. The fact that they challenged us & our ideas, didnt just accept what we said and through healthy debate & discussion, we managed to arrive at a consensus and find solutions that were best for the app.
4. Their methodical working, reporting, tracking & project management.

Are there any areas for improvement or something they could have done differently?

Nothing! They truly did a fantastic job! We were so glad we partnered with them, they completed the project and delivered the screens on time!

Please describe your company and your position there.

My company operates at the intersection of Behavioral Science and Artificial Intelligence creating chat + video based conversational infrastructure for some of the largest Financial Institutions, Govt. of India, and the United States Agency for International Development.

My areas of work are:

• Problem and Consumer Understanding
• Product Conceptualization
• Partnerships

For what projects/services did your company hire ?

We were looking for a true UX Design company to evaluate & design one of our flagship products. Our goal was to get a realistic understanding of where we stand and how can we better our design for maximum impact.

How did you select this vendor?

We found them on Clutch. They were ranked in the top 5 and rated quite high. All their reviews were authentic & verified.

Describe the project in detail and walk through the stages of the project.

We spoke with a couple of other partners found through Clutch, however, it turned out that ZEUX was the only true UX design company at least in India and we signed up and started the project in a weeks’ time.

How many resources from the vendor's team worked with you, and what were their positions?

UX Lead and Sr. Designers were part of the project.

Can you share any outcomes from the project that demonstrate progress or success?

The report shared by them gave us a reality check of our designs and helped us get in action mode. Post changes, we received some great feedback from our users.

How effective was the workflow between your team and theirs?

The team was very much capable of working in tandem with us. Not only did they give us recommendations but also went beyond to help us with the roadmap for our product which was highly appreciated.

What did you find most impressive or unique about this company?

They are genuine in their approach. If you don’t need a complete product overhaul, then they are not the kind who would push for that unnecessarily. In fact, in our case, we reached out to them for UX Redesign but they recommended that UX Audit should be good enough to give us complete clarity and make necessary changes.

Are there any areas for improvement or something they could have done differently?

We were quite happy working with them for our very first project and hoping to work on many more.

Please describe your company and your position there.

I am the Director of the company. We help companies to conquer foreign trade by leveraging technology.

For what projects/services did your company hire ZEUX Innovation?

To enhance the UX of our SaaS based platform that will help us stand out in the crowd while competing with other global brands.

What were your goals for this project?

With such a complex product – Our goal was to make it highly intuitive and easy for our users.

How did you select ZEUX Innovation?

We interacted with a couple of top-notch UX companies but neither of them understood us nor our product as well as ZEUX did so we went ahead with them. They simply demystified the problem statement.

Describe the project in detail.

ZEUX was genuine in their dealings with us. As we were getting into a UX project with a company for the first time, so we were not very certain about the UX process. Hence, the engagement began with UX Assessment and based on the findings the new designs were made. This whole process driven approach gave us a lot of clarity.

What was the team composition?

CXO, UX Lead and Sr. UX Designer

Can you share any outcomes from the project that demonstrate progress or success?

The findings from the Audit Report helped us up our game and we were quickly able to make those changes. In addition, this engagement taught us a lot about UX Design – how crucial it is for businesses like us that offer complex applications. The new designs are not yet live.

How effective was the workflow between your team and theirs?

It was quite smooth.

What did you find most impressive about this company?

They never made us feel overwhelmed and simplified everything that led to great working experience.

Are there any areas for improvement?

Expectation setting was well defined and hence we never felt that anything was missing.