WHAT
are the problems?
Problem Statement
​Needs a simple easy banking app that can be personalised for individual needs and will be safe for all users.​
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For examples:
: As a senior user who starting to learn about phone apps, I want the app to be simple and straightforward without needing to ask someone for help so that I can use the app safely by myself.
: As a tech savvy user who enjoying going out with friends, I want the app to provide a way to split bills so that it will be more efficient and don't have to switch between apps.
: As a lacking technical skills retiree who prefers to have human connections, I want the app to provide a way for me to connect with someone who can help me when I need help with the app.
: As a travel enthusiast , I want to be able to use my bank account to make online purchase while I'm overseas
: As a frugal shopper, I want to be able to see new or upcoming offers so that I won't miss out on it.
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User Flow
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Research Objectives & Interview
HOW
can we validate the problems?
Interview goals:
1. Understand common challenges people face when trying to use bank app.
2. Understand the main features, common things that people are using in the banking app and what are necessary to them and what features are not really interested to them.
3. Identify frustrations people experience during the process of digital banking.
4. What are the measuring safety that they have in for their account?
Interview questions:
1. On the scale of 1-10, do you think you’re good with technology? 1= not good, 10=very good
2. On the scale of 1-10, do you think you’re good with money? 1= not good, 10=very good
3. Job industry? Working on weekdays 9-5 or weekend ?
4. Do you still use cash? How often do you use cash?
5. How often do you use banking app? Do you have multiple banking apps?
6. Why do you pick this bank? Is this the same bank as your family members or close friends?
7. Where do you usually use the app? At home? Outside of home?
8. How do you sign into the app? PIN? Fingerprint? Password? How do you find it?
9. What do you like and dislike about banking apps? How do you feel about using it?
10. What do you use most on the app? Checking balance? Paying someone? Bpay?
11. What challenges do you face in the process? How do these challenges make you feel?
12. How do you think these challenges could be resolved?
13.If you need help with using a banking app, what do you usually do?
14.Do you click ‘Log Off’ from the app after finishing?
15. If you need to get a new account, would you go to the bank or do it digitally?
16.Any final thoughts that you like to add?
Based on interviews,
WHO
represents your users based on research?
1/5
Proto Persona
WHERE
can we improve based on competitor research and heuristic reviews?
1. Visibility of System Status
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Areas for Improvement: Some users might benefit from clearer feedback on long-running processes or system delays.
2. Match Between System and the Real World​
-
Areas for Improvement: Some advanced features could benefit from additional explanations or simplified language. More guidance
3. User Control and Freedom
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Areas for Improvement: More prominent placement of undo or cancel options could be beneficial.​
4. Consistency and Standards​
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Areas for Improvement: Maintain consistency when introducing new features or updates.
5. Error Prevention
-
Areas for Improvement: Could include more proactive guidance to prevent errors during complex transactions.
6. Recognition Rather than Recall
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Areas for Improvement: Could improve the discoverability of less frequently used features through better visibility.
7. Flexibility and Efficiency of Use​
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Areas for Improvement: Additional customization options could benefit users with specific needs.
8. Aesthetic and Minimalist Design​
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Areas for Improvement: Simplify the interface further to reduce perceived clutter.
9. Help Users Recognize, Diagnose, and Recover from Errors
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Areas for Improvement: Improve error diagnostic features for more complex issues.
10. Help and Documentation
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Areas for Improvement: Improve the integration of help features within the app for quicker access.
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HOW
might we solve these problems?
Storyboard, Crazy 8s & Brainstorming
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HOW
might we solve these problems?
Sketch Wireframes
Low-Fidelity Prototype
HOW
can we validate the prototype?
Usability Testing
Add progress bar
Move text outside the box so the requirements remain visible while typing.
Providing page-specific information based on what the user is viewing can reduce the need for scrolling through a help page. However, we should check if this actually reduces customer service calls as this approach might take lots of time to implement
WHAT
I have learned
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It's valuable to challenge our assumptions about app design and explore why we follow certain conventions. For instance, displaying the Total Balance prominently on the home page is common in banking apps, but could this be reconsidered? Users might prefer to hide their balance when making transactions in public to maintain privacy. However, for this to be successful will require numbers of usability testing to justify the changes.
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We can also look beyond digital solutions for inspiration. For example, integrating familiar elements from ATMs into the app might help users feel more comfortable. ATMs are widely understood, so borrowing design principles from them could improve usability.
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When designing apps that cater to everyday needs, it’s crucial to consider the varied requirements of different users. Our aim should be to integrate features that address diverse challenges and preferences, creating an app that serves everyone effectively, not just a particular group.
