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Problem Description - Project 1
In the modern digital age, customers have lots of options when it comes to choosing a bank and its services. Not only that, customer demands have increased with the widespread adoption of technology. Digitization has changed the way people bank and purchase things in there day to day life.
Main Goal
To provide an ideal banking experience across all channels and increase customer loyalty and satisfaction, with better retention of existing customers.
Main Goal
To provide an ideal banking experience across all channels and increase customer loyalty and satisfaction, with better retention of existing customers.
Help on-boarding new customers by the use of digital devices for opening an account, applying for various loans i.e. car, bike, personal, gold loan etc.
My Role.
I worked as UX Specialist for creating the detailed designs with a team of 5 including 2 UX designers, 2 Visual designers and my Project manager.
Within The Team
- Mentored UX team members to create a consistent approach and follow best user practices across the application.
- Worked with the Visual designers and Development consultants to oversee that the UX concepts were created on the same path.
- Mentored UX team members to create a consistent approach and follow best user practices across the application.
- Worked with the Visual designers and Development consultants to oversee that the UX concepts were created on the same path.
For The Project
- Gather stakeholder insights, any existing workflows, and research on existing portals
- Expert reviews for the existing flows
- Storyboard for the main features, to understand the actual user needs
- High level Information architecture and task flows
- Studied already created personas for Net banking Phase 1
- Conduct discussions and various brainstorming sessions with product and development teams.
- Create design guidelines by working with visual designers, considering various types of devices and screen sizes available to users.
- User testing to validate the high level scenarios
Overall the design should convey trust and security and let users on board with a uniform user experience across tasks and platforms.
- Gather stakeholder insights, any existing workflows, and research on existing portals
- Expert reviews for the existing flows
- Storyboard for the main features, to understand the actual user needs
- High level Information architecture and task flows
- Studied already created personas for Net banking Phase 1
- Conduct discussions and various brainstorming sessions with product and development teams.
- Create design guidelines by working with visual designers, considering various types of devices and screen sizes available to users.
- User testing to validate the high level scenarios
Overall the design should convey trust and security and let users on board with a uniform user experience across tasks and platforms.
Process.
Stakeholder Insights.
A better experience for users that allows them to open an account or take a loan quickly with less confusion. Helping users with details and examples where ever they need help and not ask questions that are not required at the initial stage.
A better experience for users that allows them to open an account or take a loan quickly with less confusion. Helping users with details and examples where ever they need help and not ask questions that are not required at the initial stage.
Creating an experience that shows trust in the brand and help them come on board. Customers should be able to search quickly for any topics they need help on, complete any tasks quickly without any assistance and decrease dropouts.
Generate leads for the sales team, reduce paperwork, promote cross selling of products, log and track complaints and reduce calls to help desk using digital experience.
Research
- Discussed various approaches with stakeholders and gathered key findings and attributes around security, smoothness, intuitive, contemporary, and reliable app journey.
- Created prototype concepts/options for stakeholder discussions and feedback.
- Gathered the findings and technical aspects. Provided solutions without deviating from the end user goals.
- We planned a 5 second test with users and shared the analysis.
Solutions
- Created detailed designs for Mobile and Net Banking with interactive prototypes using Axure RP for all the user journeys.
- Testing the prototype with customer base as per stakeholders user profiles segments. Shared the analysis reports with recommendations.
- Iterated the concepts again and did a second round of testing with users.
- Finalized the detailed designs and worked with the visual design team for creating actual concepts basis style guide.
Research
- Discussed various approaches with stakeholders and gathered key findings and attributes around security, smoothness, intuitive, contemporary, and reliable app journey.
- Created prototype concepts/options for stakeholder discussions and feedback.
- Gathered the findings and technical aspects. Provided solutions without deviating from the end user goals.
- We planned a 5 second test with users and shared the analysis.
Solutions
- Created detailed designs for Mobile and Net Banking with interactive prototypes using Axure RP for all the user journeys.
- Testing the prototype with customer base as per stakeholders user profiles segments. Shared the analysis reports with recommendations.
- Iterated the concepts again and did a second round of testing with users.
- Finalized the detailed designs and worked with the visual design team for creating actual concepts basis style guide.
******** Detailed Designs cannot be shared under NDA ********
Problem Description - Project 2
To allow internet banking users to log a dispute and track a complaint using mobile banking. Users can view current status of the complaint using mobile device and upload required documents by clicking pictures or scanning documents from the mobile devices. This will allow users to view and track complaints and help create a trust bond with the bank using mobile device. It should allow users to upload documents and other proofs as per the dispute and display the status to the users for the tracked complaint.
Main Goal
To understand the business requirement and create a flow that will help users to log disputes and track complaints using mobile devices. Map areas that were already existing on internet banking and identify areas of improvement basis how current mobile technology will handle these efficiently and with ease of use.
Main Goal
To understand the business requirement and create a flow that will help users to log disputes and track complaints using mobile devices. Map areas that were already existing on internet banking and identify areas of improvement basis how current mobile technology will handle these efficiently and with ease of use.
My Role.
I worked as UX Specialist for creating the detailed designs with a team of 3 including 1 UX designer, 1 Visual designer and my Project manager.
Within The Team
- Mentored UX team member to create a consistent approach and follow best user practices across the application.
- Worked with the Visual designer to oversee that the UX concepts were created on the same path.
- Mentored UX team member to create a consistent approach and follow best user practices across the application.
- Worked with the Visual designer to oversee that the UX concepts were created on the same path.
For The Project
- Gather stakeholder insights, any existing workflows, and research on existing portals
- Storyboard for the log and track feature to better understand the actual user needs
- High level Information architecture and task flows
- User profiles and personas for SBI card customers
- Conduct discussions and various brainstorming sessions with client and product teams.
- Create design guidelines by working with visual designer for the mobile platform.
Overall the design should convey trust and security and let users log disputes and track complaints with a uniform user experience across the application.
- Gather stakeholder insights, any existing workflows, and research on existing portals
- Storyboard for the log and track feature to better understand the actual user needs
- High level Information architecture and task flows
- User profiles and personas for SBI card customers
- Conduct discussions and various brainstorming sessions with client and product teams.
- Create design guidelines by working with visual designer for the mobile platform.
Overall the design should convey trust and security and let users log disputes and track complaints with a uniform user experience across the application.
Process.
Stakeholder Insights
In the current system, the user has to log in using the internet banking and log dispute and then track the status. With the technology advancements and user base shifting to mobile banking. The bank had a need to let users log and track complaints using there mobile devices. A better experience for users that allows them to log disputes for any transaction and track the current status of the complaint from there mobile device, efficiently and with easy to use.
In the current system, the user has to log in using the internet banking and log dispute and then track the status. With the technology advancements and user base shifting to mobile banking. The bank had a need to let users log and track complaints using there mobile devices. A better experience for users that allows them to log disputes for any transaction and track the current status of the complaint from there mobile device, efficiently and with easy to use.
Creating an experience that shows trust in the brand and help them resolve and view issues on the mobile devices, this saving time and keeping the users updated all the time. Customers should be able to search quickly for any complaint, upload any required documents without any assistance and thus reduce calls to help desk.
Research
- Discussed various approaches with stakeholders and gathered key findings and attributes around security, smoothness, intuitive, contemporary, and reliable app journey.
- Created prototype concepts/options for stakeholder discussions and feedback.
- Gathered the findings and technical aspects. Provided solutions without deviating from the end user goals.
- We planned for testing the initial prototypes with 5 users to test whether the prototype is helping the users log a complaint for any transactions and view its status without any assistance and how much time each user is taking.
Solutions
- Created detailed designs for Mobile device using Axure RP for all the user journeys.
- Testing the prototype with customer base as per stakeholders user profiles segments. Shared the analysis reports with recommendations.
- Iterated the concepts again and did a second round of testing with users.
- Finalized the detailed designs and worked with the visual design team for creating actual concepts basis style guide.
- We also created the style guide and shared the assets required for creating the actual concepts in development stage.
Research
- Discussed various approaches with stakeholders and gathered key findings and attributes around security, smoothness, intuitive, contemporary, and reliable app journey.
- Created prototype concepts/options for stakeholder discussions and feedback.
- Gathered the findings and technical aspects. Provided solutions without deviating from the end user goals.
- We planned for testing the initial prototypes with 5 users to test whether the prototype is helping the users log a complaint for any transactions and view its status without any assistance and how much time each user is taking.
Solutions
- Created detailed designs for Mobile device using Axure RP for all the user journeys.
- Testing the prototype with customer base as per stakeholders user profiles segments. Shared the analysis reports with recommendations.
- Iterated the concepts again and did a second round of testing with users.
- Finalized the detailed designs and worked with the visual design team for creating actual concepts basis style guide.
- We also created the style guide and shared the assets required for creating the actual concepts in development stage.
SOFTWARES.
Axure RP, PowerPoint, Paper Prototypes, White Board
Axure RP, PowerPoint, Paper Prototypes, White Board
******** Detailed Designs cannot be shared under NDA ********
Disclaimer: To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study.
The information in this case study is my own and does not necessarily reflect the views of the client.
