Overview
UX Researcher
February 2019 – April 2019
- Survey
- Face-to-face interview
- Design sprint
- Usability testing
- Pen and paper
- Post-it
- Lookback.io
- Xtensio
- Omnigraffle
- Sketch
- MarvelApp
- Voice Recorder
- Persona
- Wireframe
- Visual Design
- Mockup
Client
X is one of the biggest public banks in Indonesia. It was intended to build a new digital banking for millennials in order to create digital innovation.
Background
Banking services currently compete, especially with fin-tech companies, to improve the technology they are currently using because of digital disruptions.
Goals
Create a smart and easy to use mobile banking app for digital generations.
User Research
The user research looks at the current Digital Banking landscape and people’s experience in using financial providers. The method used to get the data are Desk Research, User Interview, and Survey.
Desk Research
The purpose of desk research was to gain knowledge and to know more about the banking industry and digital technology in Indonesia to find out what we can offer to the market. The desk research became our guide to decide which topics to focus on for the project.
Based on the desk research, we decided to aggregate our research based on each generation type: generation X, generation Y, generation Z.
Survey
The survey was done to know banking and mobile money services people used and for what purposes.
The key insights:
- The top 5 reasons people use bank account as a mean to saving, pay online shopping, to buy phone credit, direct payment for bills, and for transportation.
- The top 3 suggestions for banking service people use are no administration fee, to improve the ease of use and to increase the security.
- People use mobile money for to pay for transportation, followed by food delivery service and direct payment at merchants. With the most used mobile money is GoPay, followed by OVO and DANA.
- For mobile money improvements, people want to have more promos, increase merchant collaborations and to improve the ease of use.
User Interview
is to gain insights about people’s perceptions and preferences about the current financial providers, namely bank and mobile money. The research is used as a mean to identify the challenges people experience and their needs as well as the opportunities for the new product.
The data collected during the interview then wrote down and categorize them based on the topic. This is useful and practical to discover trends and patterns which resulted the insight.
Then all the interview data and insights were used to construct three different personas.
Persona
Style Guide
While the research team work on the user research, the design team helped the client to define the design system used for the new product.
Design Sprint
The result from the user research, we used to inform us about the opportunities and challenges user experience. It was also used to guide us in prioritise the product we built.
Mapping Summary
- The app built must have high security
- Design an easy transaction using biometric authentication (face id/fingerprint) or soundwave technology
- Give users the ability to manage accounts based on function (savings, spending, business, etc.)
- Interaction can be combined with biometrics technology (voice command)
- Create an wallet-like account (user able to do easy payment like a wallet from their account)
- Want to provide financial insight and offer advice for wealth management
- Give personalized advice and recommendation for each user
- Grab individual business to use the app (by proiding simple invoicing system & report)
- Build an easier and secure KYC process
- Give source of fund service without admin fee
- Increase sense of trust or security for the new app/bank
- Direct competition with Jenius, Digibank, Gopay, AliPay, OVO, DANA, and LinkAja
User Journey
User journey consist of process of user:
- Check account
- Transfer
- Invest
- Get financial advice
- Manage invoicing & apply loan (for individual business)
- Do payment (merchant payment or bill payment)
Features
In sprint session, all members voted to focus on few features. From the voting, we decided to work on 3 flows for usability testing:
- Individual business
- Create sub-account
- Payment at store (later on added to prototype with assumption of using soundwave)
Sketching
We did 2 times Crazy8 sessions for each feature:
- Individual business
- Create sub-account
Prototyping
The sketch result then translated into high fidelity prototype.
Usability Testing
I did usability testing for each flow of the prototype and asked several questions after participants finished the UT regarding their experience using banking products, investments, and loan. I also did rumble by showing two different designs and asked them which one is their preference.
Wireframe
Visual Design
The Takeaways
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