{"id":3045,"date":"2025-09-24T20:39:58","date_gmt":"2025-09-24T20:39:58","guid":{"rendered":"https:\/\/shiny.agency\/blog\/?p=3045"},"modified":"2025-09-24T20:39:59","modified_gmt":"2025-09-24T20:39:59","slug":"want-to-design-truly-helpful-experiences-use-digital-expectation-research-to-eliminate-friction","status":"publish","type":"post","link":"https:\/\/shiny.agency\/blog\/want-to-design-truly-helpful-experiences-use-digital-expectation-research-to-eliminate-friction\/","title":{"rendered":"Want to design truly helpful experiences? Use digital expectation research to eliminate friction"},"content":{"rendered":"\n<p><a href=\"https:\/\/www.linkedin.com\/in\/josephfjohnson\/\"><\/a><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/shiny.agency\/blog\/wp-content\/uploads\/1758744910587-1024x576.png\" alt=\"\" class=\"wp-image-3046\"\/><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p id=\"ember51\">Speed still matters, but it no longer wins the day on its own.\u202fToday\u2019s benchmark is <strong>helpfulness<\/strong>\u2014the feeling that an experience understands what you\u2019re trying to do and clears a straight path to getting it done.\u202fOur way of finding that path is something we call <strong>digital\u2011expectation research<\/strong>: a ruthlessly focused look at how real people glide through the digital apps and experiences they love and where a financial journey breaks down by comparison.<\/p>\n\n\n\n<p id=\"ember52\"><strong>Why \u201cfaster\u201d isn\u2019t always better<\/strong><\/p>\n\n\n\n<p id=\"ember53\">In our <em>Finsights<\/em> research, <strong>46\u202f% of mobile\u2011banking users said they\u2019ve hit at least one confusion point while trying to complete a task<\/strong>.\u202fThose failures rarely come from slow load times. They come from unclear language, surprise steps, or doubt that the action will really work.<\/p>\n\n\n\n<p id=\"ember54\">That\u2019s why we introduce the concept of <strong>time\u202fto\u202fvalue (TTV)<\/strong> when we evaluate an experience. Netflix can take a first\u2011time visitor from \u201cI want a movie\u201d to streaming in ~15\u202fseconds. Amazon lets you reorder coffee in a single tap. Those brands have collapsed TTV\u2014and customers now expect the same from everything on their phones, including financial tasks.<\/p>\n\n\n\n<p id=\"ember55\">If opening a checking account takes 20\u202fminutes of identity checks and test\u2011deposits, people notice the gap.\u202fThey don\u2019t always finish it.<\/p>\n\n\n\n<p id=\"ember56\">And it\u2019s not just sign\u2011up flows. Balance transfers, bill\u2011pay set\u2011ups, even a simple address change can balloon into multi\u2011screen marathons. Each unnecessary field chips away at momentum\u2014and at trust. Baymard Institute\u2019s large\u2011scale checkout testing found that <strong>18\u202f% of users abandon a purchase when the form feels \u201ctoo long or complicated.\u201d<\/strong> One or two extra prompts can instantly slice conversion by double digits. (<a href=\"http:\/\/baymard.com\/\">baymard.com<\/a>)<\/p>\n\n\n\n<p id=\"ember57\"><strong>How we surface hidden friction<\/strong><\/p>\n\n\n\n<p id=\"ember58\">We don\u2019t march Clients through a rigid checklist. Instead, we recreate the journey exactly as a first\u2011time user would and <strong>pressure\u2011test each step against real\u2011world touchstones\u2014does it feel as effortless and immediate as streaming on Netflix, reordering on Amazon, hailing a ride on Uber, or any of the dozens of everyday tasks customers complete in seconds?<\/strong> Here\u2019s what that looks like in practice:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Real\u2011world comparisons<\/strong> \u2013 We open your flow alongside a handful of everyday digital experiences customers already trust and note where your journey lingers longer than an on\u2011demand movie or a one\u2011tap reorder.<\/li>\n\n\n\n<li><strong>Friction mapping<\/strong> \u2013 We flag every extra click, surprise step, or confusing phrase so teams can clearly see where confidence wobbles.<\/li>\n\n\n\n<li><strong>Impact framing<\/strong> \u2013 For each delay we write a plain\u2011language note that links the slowdown to possible drop\u2011off, giving teams clear context\u2014not blame.<\/li>\n\n\n\n<li><strong>Collaborative next steps<\/strong> \u2013 We share the findings back to your team along with potential solutions that can remove the friction points. No top\u2011down mandates\u2014just the raw insight to inform your roadmap.<\/li>\n<\/ul>\n\n\n\n<p id=\"ember60\">No silver\u2011bullet templates, no scorecards\u2014just pragmatic comparisons that widen the lens beyond banking.<\/p>\n\n\n\n<p id=\"ember61\"><strong>What Clients gain<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Sharper prioritization<\/strong> \u2013 Teams rally around the handful of changes that shorten TTV and build trust, instead of debating pet features in the abstract.<\/li>\n\n\n\n<li><strong>Instant customer empathy<\/strong> \u2013 Stakeholders experience what their customers do first hand, and hear about the stumbling blocks in real time (e.g., <em>\u201cNotice how Amazon skips this step entirely\u201d<\/em>).<\/li>\n\n\n\n<li><strong>Momentum over meandering<\/strong> \u2013 A ranked, realistic backlog turns \u201cimprove the journey\u201d into concrete actions design, engineering, and compliance can all execute against.<\/li>\n<\/ul>\n\n\n\n<p id=\"ember63\">When helpfulness becomes the metric\u2014measured by TTV and clarity, not just page speed\u2014prospects don\u2019t just finish the flow. They feel confident putting your product <strong>front and center<\/strong> in their financial routine.<\/p>\n\n\n\n<p id=\"ember64\">Digital\u2011expectation research keeps us\u2014and our Clients\u2014ruthlessly focused on solving human problems, not just polishing screens. Ready to see where hidden friction is costing you real growth?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Speed still matters, but it no longer wins the day on its own.\u202fToday\u2019s benchmark is helpfulness\u2014the feeling that an experience understands what you\u2019re trying to do and clears a straight path to getting it done.\u202fOur way of finding that path is something we call digital\u2011expectation research: a ruthlessly focused look at how real people glide [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":3047,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-3045","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Want to design truly helpful experiences? 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