Envisioning for Better Outcomes
Envisioning for Better Outcomes
As an architect, have you ever faced a customer who came to you with a specific request, only to realize that what they were asking for wasn’t actually what they needed? Maybe they wanted a feature added, a system tweaked, or a performance issue fixed. You could deliver exactly what they asked for, but would it truly solve their problem?
This is where envisioning becomes critical. Instead of jumping straight into solutions, we need to step back and understand the broader context, the actual pain points, and the opportunities for real impact. Envisioning helps us challenge assumptions, explore possibilities, and design solutions that don’t just work—but create lasting value.
Let’s walk through an example together. Imagine we are working with a financial services company struggling with declining engagement in their digital banking platform. Customers are frustrated, complaints are increasing, and transactions are being abandoned midway. We could refine the interface, add a few enhancements, and optimize performance—but is that enough? Or should we rethink what a modern banking experience should truly feel like?
Let’s go on this journey.
Understanding the Real Problem
Before designing anything, we need to step into the customer’s shoes.
Imagine a user logging into their banking app. They want to check their savings balance, but it takes multiple taps to find. They receive a reminder about an upcoming bill, but there’s no easy way to act on it directly. The app offers charts and insights, but none of it feels personalized to their financial habits.
If we focus only on surface-level fixes—rearranging buttons, tweaking colors—will we actually enhance the experience? Probably not. Instead, we ask:
- What does a truly great banking experience look like?
- How can the app evolve from being just a tool to a proactive financial partner?
- How might we help users make smarter financial decisions effortlessly?
By shifting our mindset from fixing small issues to envisioning a better experience, we open the door to real transformation.
Defining the Challenge Together
Now that we see the problem clearly, we need to define it in a way that encourages meaningful solutions. Instead of asking, “How do we improve the app?”, we reframe the challenge:
How might we create a digital banking experience that is intuitive, proactive, and helps customers make smarter financial decisions?
This guiding question ensures that we don’t just add features, but truly enhance the way users interact with their finances.
Exploring Solutions Through Envisioning
With a well-defined challenge, we begin exploring possibilities. Rather than jumping to quick fixes, we take a step back and imagine what an ideal banking experience should be like.
Let’s say we’re in a brainstorming session, sketching ideas on a whiteboard. A few promising concepts emerge:
- A Smart Financial Assistant – The app anticipates user needs, providing real-time financial guidance based on spending habits.
- Goal-Based Navigation – Instead of generic menus, the dashboard adapts to the user’s financial priorities, like saving for a house or managing monthly expenses.
- Actionable Notifications – Instead of just reminders, the app suggests, “Would you like to split this payment into installments?” or “You have extra funds—want to invest them?”
At this stage, we aren’t just iterating on what exists—we are completely reimagining how digital banking should work.
Bringing the Vision to Life
Ideas alone aren’t enough; we need to validate them before committing to development. Instead of building everything at once, we start with prototypes.
We create interactive mockups and let real customers test them. Their feedback helps us refine the experience:
- Users love the AI-driven smart financial assistant, but they want more control over notifications.
- The goal-based dashboard is intuitive, but some prefer customization options.
- Actionable notifications are useful, but users prefer a balance between automation and manual control.
By testing early, we avoid costly mistakes and fine-tune the design to meet real needs before full development.
Turning Envisioning into a Continuous Process
Once the solution is launched, we don’t stop. A great experience isn’t static—it evolves.
We continue monitoring data:
- Are users completing transactions faster?
- Do they find the recommendations helpful?
- Are they making smarter financial decisions?
By continuously measuring and refining, we ensure the experience remains valuable and relevant over time.
Why Envisioning Leads to Better Outcomes
By taking time to envision the right solution, we didn’t just improve an app—we transformed how customers interact with their finances.
We moved from:
- A basic banking tool → to a proactive financial assistant.
- Generic alerts → to personalized, actionable recommendations.
- Static navigation → to a goal-oriented, user-friendly experience.
This isn’t just about banking. The same approach applies to any industry, any problem. Whether designing enterprise applications, retail experiences, or workplace systems, the key takeaways remain:
- Understand the real problem before proposing solutions.
- Frame challenges in a way that leads to innovative thinking.
- Test and refine ideas early to avoid wasted effort.
- Treat envisioning as an ongoing process, not a one-time exercise.
Looking Ahead: What Can We Envision Next?
Now that we’ve walked through this journey together, think about your own work.
- Are you solving the right problem, or just reacting to symptoms?
- Are you designing for what customers ask for, or what they truly need?
- If you step back and envision a better future, what would that look like?
The best solutions don’t come from fixing today’s issues—they come from imagining what’s possible tomorrow.
