Banking apps are some of the most important and often used apps. There are certain features that aren’t used often but are very important and being unable to find them often leads to frustration because banking plays an important role in everyone’s daily life.
So I set out to solve the common problems which people have met while using their banking apps, it is not a redesign of any specific banking app in particular but an overall better design with the most important features for everyday use.
The Process Timeline
When it comes to the financial UX process in designing this banking app concept, the main stages we went through were:
➲identifying the primary user scenarios;
➲analyzing and determining key app functionality;
➲creating information architecture;
➲exploring trending technologies;
➲creating a delightful design.
Considering this, we will develop our banking app architecture on five key topics:
Majority of current banking back-office solutions
SLOW - Inefficient in task processing
COMPLEX - Difficult to master-extended learnign period for new employees
CLUMSY - Causing stress both for the employer and customer
Outdated - Decreasing employee motivation
Insecure - Possible human errors
Overfeaturized - Takes too much time to find a specific function/feature
Fragmented - Causing mishaps in communication within departments and clients
One of the biggest challenges is that often large teams find it hard to reach a common understanding; everyone has their own vision about the company strategy and the new product goals.
In the worst-case scenario, all of the team members are certain that they think the same until faced with problems that arise because of misunderstandings.
What is important for the company?
Where is it going?
What is the role of the product in the whole strategy?
What expectations, fears does the company have?
Through this, we found the overall specifics of our client’s business and motivation for designing their digital product.
At this stage, it is important not to miss the primary product value and advantages, and explore it from a user perspective. After gaining a clear picture of their business philosophy,
strategy and goals, we investigated their current solution and its flows. Because many functions can distract us from its core value.
During this meeting, we asked question about a user perspective where we took notice of the solutions we have to sketch, and some of the most important functionalities that the users are requiring.
A total of three interviews were conducted, where participants had to answer questions regarding their bank app usage habits and what motivates or demotivates them from using it. Two of the participants were regular users of their respective bank apps and one was a new user.
Needs and motivations
➲All participants said that they regularly check their bank apps for the transactions and current balance.
➲1 user was more into sharing bills with friends frequently but complained that it was a lengthy process.
➲1 user was new to country and the banking terms was jarring and finding even simple options were difficult the first time.
This provided a clear view of the industry background. We observed some competitors successes and failures and analyzed their advantages and weak points in the customer experience.
➲What are the advantages in the competitor's customer experience?
➲What makes their users struggle?
➲How do they posiition themselves in the market?
So that, we uncovered a huge opportunity to differentiate our product being from the competitors, inspired by a new approach of building an app that will stand out by its design and functionalities.
Research - User Persona
We created the user persona as a potential customer for our banking services. Based on the results of our research, the persona is a regular customer that requests the online banking.
This has helped us to build an empathy map, where we collected his thoughts, feelings, actions and reactions.
User Journey Map
Now we've merged all the observations collected in the earlier stages into a document called User Journey Map. A document that helps us to see exactly what the users expect from a banking app.
Sketching - Service Architecture
Next, we were able to prepare the Information Architecture of our banking app, based on the mental models of user perception, so that they can easily understand the structure and the principle of operation of our product.
We focused on making the information architecture as simple as possible.
Lo-Fi Flow Maps
Now it’s time to turn all the insights into the informational architecture and make the wireframes. These prototypes will let us test usability of the product and get the feedback in the early stages.
We’ll begin with the hand-made sketches.
After that we begun to make up wireframes and a User Flow Map.
Design - Finals
The creative work has started while following some key design concepts that will guide us throughout the design process.
The Style Guide
I tested my app on five people between the ages of 18 to 50 years old. In order to validate my app, I asked 5 different users to complete the same tasks to test the friendliness and usability of the design.
➲Banks need the UX strategy
➲Always listen to the customer’s opinion
➲Use a client-oriented approach
➲Provide the digitally designed strategy