Overview
Chase is one of the largest banks in the U.S., serving over half of America’s households with a broad range of financial services. They have over 5,000 US branches and offer both mobile and online banking services.
My Role: I was the UX designer working with product owners across all lines of business (Chase Home, checking, savings, payments, business banking, etc.) to design and execute reusable components to build out the mobile app. I ideated, sketched, wireframed, designed, and created specs and guidelines for the system to show all the different components and how they would function.
Business Needs
Create a user experience that is consistent with the other digital channels. Design scalable information architecture to support future functionality. Develop an application that will require minor impacts to the current state technical infrastructure.
User Needs
Give the user an easy access to account and transaction information. Provide the user with quick access to frequently used features. Allow the user to customize the experience to better meet their needs.
How can I easily review my account balance
How can I easily review my top review transaction history
How to improve findability and simplicity
Challenge
The goal of this project was to identify the existing Chase mobile app and reddesign a feature to add into .
Solution: Each classic feature/functionality is mapped into categories (e.g. site, page, flow, page component, etc.) and created task based flows.
Created site pages with optimized design consistency and minimized disjointed customer experience.
I’ve designed a new simple and clean sign-in user interface to enhance usability and accessibility. I removed components that I felt unnecessary and reconstructed the visual hierarchy and layout.
PROCESS
Applied a user-centered design approach in this projects by planning and conducting extensive user research through interviews, surveys, heuristic evaluation, personas, customer journey maps; conceptualized ideas from sketching and brainstorming to site maps, user flows, wireframes; designed brand identities and UI Kits and engaged in an iterative design process by creating low and high fidelity prototypes and conducting usability tests.
Persona
The user interviews helped define the user persona based on common patterns of motivation, personality and demographics observed among potential consumers.
Competitive Research
I downloaded the top financial bank apps in the App Store and learned how they currently answer these problems. I’ve researched Chase competitors and found some delightful time-saving features, and also one app which I thought was well designed and user-centered (Virtual Wallet), but most apps weren’t intuitive, and they didn’t seem to me like they bring the best solutions for their users’ needs.
Information Architecture
Create a user experience that is consistent with the other digital channels. Design scalable information architecture to support future functionality. Develop an application that will require minor impacts to the current state technical infrastructure.
This included the existing app framework along with the newly ideated features embedded in, which led us into laying out the user flow for each of the identified needs, and for seamlessly integrating the features into the existing flow for better usability.
Ideation (white boarding and Paper Sketches)
Wireframe
Once the user flows were in place, I started fleshing out wireframes for the key user flows. At every stage of iteration, I had to ensure the design stayed within a consistent theme.
Final Mockups
After the fundamental stage of wire-framing was complete, I started working on the user interface design. Since Chase has an existing product, I focused on designing the dashboard section in cohesion to the existing interface, while also making a few important changes in the information architecture to improve the overall user-experience
Style Guide
Usability Testing
A usability testing was conducted to determine the success of the Chase app with the newly added feature. The test was designed to identify any design inconsistencies, problem areas in accessibility, navigation and usability, and within the interface and content. A usability test plan was created to facilitate the same. Participants were selected and observed in a contextual inquiry setting, with any issues and sources of hindrance noted. A post-testing questionnaire helped gather personal opinions about the user-experience. The overall test findings help identify key areas for improvement in usability and interaction.
Final Take aways
This project was a great learning experience about the overall process. I learned the different ways of approaching a problem, and the importance of grounding my solutions with concrete reasoning before implementation. As a way forward, the updated prototype can be tested with the target segment to find possible improvements in usability and interaction.