BANKING APP REDESIGN

Improving the Experience of Opening an Account with a bank in South East Asia

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DELIVERABLES

Emotion Driven Design, Journey Mapping, Wireframes, Mockups,

TEAM

3 Design Researchers

1 Designer/Researcher

MY ROLE

Research assistant, Journey Map, Wireframes, Mockups,

GOAL

A South East Asian bank was having issues promoting a new bank account for teens they had created to cater to their demographic in Malaysia.

Our team was asked to provide insight on the user experience of South Eastern bank enrollees with the MyBank mobile app, and to map the pain points in their journey with a specific focus on Opening a New Bank Account from a mobile standpoint.

As a final deliverable, we created a mockup and interactive prototype for the experience of opening a teen bank account on their mobile site.

 

PROCESS

Our team interviewed several South East Asian MyBank and competitor bank users in their context through Round Feather’s proprietary emotion-driven design approach. We uncovered the personas and their deep user needs and emotional tensions when interacting with the mobile app and identified the pain points in the journey..

 
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After mapping the emotional journey of the MyBank mobile app users and compared it with that of competitor local banking applications, our team designed new user flows which would convert the pain into bliss, focusing on a selection of scenarios built from the research insights.  

In this specific country, it is not always possible to open an account directly online, so people need to schedule an appointment to the branch to complete the application. 

 

OUTPUT

The output we presented to the client was an interactive prototype showing how Leila could easily access clear information on:

  • How to open a teen bank account

  • Find the closest branch for an appointment

  • Schedule an appointment

  • Get an appointment reminder

  • Get to know her banking agent in advance

 
 
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STEP 1 - OPEN MYBANK SITE

Leila wants to open a bank account for her teenage daughter and goes on the MyBank mobile site to look for information on teen bank accounts.

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STEP 2 - FIND “OPEN ACCOUNT”

Leila finds easy to access information on the MyTeen Savings Account, organized so she can check the overview and detailed features

 
 
 
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STEP 3 - READ OPEN ACCOUNT STEPS

Leila finds information about the requirements to open a bank account in STEP 1 and how to schedule an appointment online in STEP 2.

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STEP 4 - FIND A BRANCH

Leila can view a map of her surroundings and choose the most convenient branch & selects her preferred one.

 
 
 
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STEP 5 - SELECT A DATE & TIME

Leila now picks a day & time for her appointment, and continues to her details to finalize the scheduling.

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STEP 6 - ADD PERSONAL DETAILS

She inputs her personal information and decides to get a reminder via SMS before the appointment

 
 
 
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STEP 7 - APPOINTMENT REMINDER SMS

On the day prior to the appointment, Leila receives an SMS with the details and a link to the site.

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STEP 8 - APPOINTMENT DETAILS

The link sends her to check her appointment details to make sure she doesn’t forget anything.

 
 
 
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STEP 9 - VIEW AGENT PROFILE

Leila can also see which agent will take care of her tomorrow, so she can feel comfortable and prepared

 
 

*Name, Logo and color style guide of the app have been modified to ensure compliance with NDA  agreements