Most of users needs to use or access some features the website provides that are not implemented on the mobile app, in order to suit their goals, ease of utilization, flexibility and gain in time to not go back on the website or calling their branch (i.e: download statements, order cheques, inter-institution transfer…).
I’ve used the Design Thinking approach in order to understand the target user’s needs and balance those with the company’s objectives, security banking restrictions, and user engagement.
Building a platform who suits users needs, make easier the navigation and the use of some features which can be added in the app from the website that will improve user engagement, autonomy, and trust.
A better information architecture, user interface that improves the user experience and integrates useful features into the current platform.
Ideate & Prototype
Conducting user tests with a prototype that does not have all the pages frustrates users as much as a task with context because they expect to get the answer in the statement.
- Surprising insights from user research
The brainstorming session brought me a lot about understanding the needs and expectations that users have of a banking application. The richness of the ideas, the solutions of improvements or the points to be improved, comforts my point of view on the importance of introducing the end-users in each phase of a project in order to bring them the best experience while taking into account business needs and development constraints.
- Favorite design process
The implementation of the user tests with the different documents to provide and produce to achieve them were the elements that I preferred to put in place. Being face to the users by having their share of the verbal as well as nonverbal returns, always animates me to go further to find the best solutions.
- Any last call to actions ?
I wish I could continue this project and show the other screens like the different alerts that will be displayed and that can be set. Perform more usability tests with more users and be able to incorporate recommendations into the prototype.
- Special thanks
Special thanks to Niya Watkins who inspired me by her work and analyze in every project I saw on her portfolio: https://www.niyawatkins.com