Mobile Banking App

Project: Building Senior's Confidence with Mobile Banking

Project Date: 25/10/2020

Skills: Persona & wireframe creation, User interview, Digital prototype,

Customer Journey & Future state Map, Design research plan, Mobile UI

Team: Leah Raftis, Hemanth Kotla, Amanda Yinglu Zang, Hatice Sena Bakir

Leah Raftis focused on Customer Journey Map and Future State Map

Hemanth Kotla focused on Wireframe and Digital Prototype

Amanda Yinglu Zang focused on Design Research Plan and Secondary Research

Hatice Sena Bakir focused on the Problem Definition, Persona Creation, Solution and Sketching the Solution

Overview

Building senior's confidence with mobile banking could be difficult in terms of complex transactions. Our team researched and designed a mobile app that helps seniors like Rose understand and manage their banking transactions. This is a group project that led us to uncover multiple pain points and design an experience.

The Problem Definition

Senior Challenges:

New mobile customers do not know where to start
Customers need to feel secured if they mess up and they can easily get help
They need to feel like any task they need to do are easy to learn
Need to feel that their personal information and money is safe - particularly in mobile devices
Need to know that they are gaining new digital skills that will allow them to do more complex tasks

How might we create a digital experience that make seniors feel confident so they can easily complete their mobile E-transfer?

Design Research Plan

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Early User Observation

Many of the mobile e-transfer challenges that seniors face are small and surmountable. To better understand seniors experiences with mobile banking & e-transfers, we completed interviews and proposed several areas for improvement including:

Instating e-transfer email address verification
Supporting Biometric/fingerprint password entry
Allowing users to resend notifications and replace verification questions
Minimizing typed input by supporting auto-fill
Making type and visual elements larger

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Persona Development

Due to the Pandemic, our recruitment strategy is based on personal connections. The biggest challenge was not being able to conduct our interviews in person. Based on the results of our interviews, we created our proto-persona called Debra.

Secondary Research

In the past, banks and other institutions often ignored seniors when designing and promoting digital services, assuming that they prefered in-person transactions, so that attempting to entice them to conduct their business online would offer a poor return on investment.

However, the pandemic has given banks an unprecedented opportunity to entice seniors using mobile and online banking. During the pandemic, seniors from age 65-72 who used to go to the branch and talk to people face to face are now using the online banking.

As a result of conducting secondary research we learned:

Digital literacy among seniors is rising
Readability is critical
Inflexible interfaces are problematic
Tiny targets make mobile use particularly challenging
Security and trust are widespread concerns

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Customer Journey Map

Based on our research, Customer Journey Map is created for Debra sending an e-transfer to a new recipient to explore common pain points described by our interviewees including forgotten passwords, user errors, and inflexible interfaces.

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Future State Map

This future state map mirrors Debra's Customer Journey Map, but instead of facing a series of small yet frustrating challenges, she experiences a series of tiny seamless victories. If we can reduce the number of small frustrations during a routine banking task, we can help seniors build the confidence they need to take full advantage the mobile banking environment.

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Solution

Like many seniors, Debra is petrified of making online banking mistakes. But what if making mistakes didn't really matter anymore?

We designed a solution that allow users to replace their verification/security questions after the e-transfer.

Sketching the Solution

Wireframe

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Digital Prototype

Digital prototype is created based on the user’s need using Adobe XD. It has the optimum number of pages and actions in order to make the mobile app easier to use for the seniors like Debra.

Conclusion

Every journey starts with a single step. If we can build an e-transfer experience that empowers this often neglected demographic , we can show them that they are welcomed and valued in the mobile banking world.

By removing the hurdles of small text, tiny targets and unfixable errors, we can make e-transfers a walk in the park for Debra and seniors like her.