Hi Carolina, Here you find the study for the test design project. The deliverables are also collected at the bottom of the page. Looking forward to speak with you tomorrow.
Redesign a banking app so that it is easier to make transactions
Bankly is a new and increasingly popular bank, which wants to take their digital products into the modern age, focussing on making it even easier for their clients to make transactions. Bankly is a modern, fresh banking experience, aimed at early thirties tech consumers. They would like a seamless cross-platform experience that helps their clients feel as secure on mobile as they do on desktop.
Design a new user experience which makes is simple for Bankly’s users to make transactions. Expectation: Deliver wireframes of the experience, as well as an explanation of your process and design.
Design a new user interface which you think best facilitates transactions. You should design the interface across various devices and adapt the experience accordingly. Expectation: Deliver screens of the new interface design, as well as an explanation of your design process.
The first step for this project was to interviewing people in the specified ethnographic target (early thirties tech consumers), asking them key question and observing them using alternative competitors' solutions.
The questionnaire started with general question and then focused on the specific issues reported by the interviewee:
User Interview and observation
- Do you use any digital banking system ( digital bank apps, desktop or mobile )?
- If yes, what the think you find the most frustrating in using the app?
- What is that you find very bad or missing?
- What do you really like of the app?
- If you don't use any banking software, why?
- In general, what the most frustrating aspect in managing your money?
From the ten people who participated in the interview, it was clear that the main frustration with digital banking solutions is how these software manage passwords, access codes and authentication in general.
The results of the interview can be found in this Google Document.
The results of the interview were confirmed by direct user observation in using competitors' solutions.
I identified a few main conceptual areas in the common use of digital banking, for the specific target:
Transactions, Analysis, Planning and Investing
At a higher level I identified the need for automation and proactive notifications.
For what concerns the brief for this particular project, transactions are the most used conceptual area of the solution and, at the same time, the one the user want to spend the least time possible.
Contrary to analysis and planning, used to retrieve key information and make decisions, transactions is generally and experience where the value is in speed and clarity.
One unexpected insight was relative to the typical transaction user flow. Banking digital solutions usually start the flow asking the user the type of operation ( grouped together in different way ) or the account on which the operation will be executed. Some people grown accustomed to this flow, but at the same time found way more intuitive a solution based on the “contact” as central element.
I designed a different solution in which, once the user choose he want to make a transaction ( not analysis, or planning etc. ) she just has to decide if the money she wants to move are destined to someone else (pay someone) or to other account owned by herself (move funds) or again, if she has to do some “institutional payment” (pay bills, taxes, etc).
The following user flow focuses on these basic ideas:
- Transactions has to be as quick and clear as possible, while staying and feeling safe.
- The logical process to do transactions revolves around the contact element.
- Since the solution is aimed to individuals, in this particular case approving the operation and authenticating the identity are basically equivalent.
Transactions Sub-Flow : Move Money between accounts Sub-Flow : Transfer Money to Someone Sub-Flow : Scan and Pay Bills .
An interactive version of the wireframes is available on InvisionApp. I used this interactive wireframes to test the user flows.
Here the project on Invision.
I tested the interactive wirefames and it looks promising and quite intuitive. I found some key issues for edge cases.
My assumption here is that, being the main issues relative to the current common structure of alternative solutions, this can be caused by poor microcopy choices on the first screen (two users weren't sure how to top-up a friend's phone card). Also, once they found how to do that they seemed not particularly worried about that.
I thought that using the fingerprint instead of password or auth key as primary authentication method would have been a problem or a preoccupation for the users. No one actually presented the problem. Using biometrics authentication can be a small revolution in this field, since the hardware and management of the fingerprint are already in place in most smartphones, and are managed at OS level, this could be a great simplification for both the user and the bank.
User Interface Design
The UI for Bankly has to communication safeness and modernity. All the choices made and the insights discovered has to be embedded in all the stylistic and structural UI decisions.
For the transactions functionality I choose to start from, and give particular weight, to the mobile experience, for mainly two reasons:
- Transactions have to be very quick to do. Making transactions on the smartphone will be more convenient to do than on the desktop anyway. Desktop will be better for "slower" experience, like analysis and planning.
- The preferred way to authenticate and approve a transaction will be via fingerprint. We presume that, given the target, the user will have the smartphone close to him the majority of the time, having to fold back to passwords and auth key only in very edge cases.
Much of the efforts are aimed at keeping the whole interaction flow very quick, and the information extremely clear.
Once the user is ready to confirm the action he find a very clear summary of the transaction. All he has to do now is to confirm with his fingerprint.
At the end of the flow, the user can revoke the transaction (if this is permitted by the particular type of the transaction itself).