Mobile Banking

Implemented human-centered design and agile development processes to enable the creation of a mobile banking application

I had made my personal goal to bring human-centered design to Interbank. I led this change process, that included implementing new design and agile development methodologies.

My role
Digital Banking Manager—Defined design strategy and work processes. Hired and coached team members. Hands-on UX design. Managed resources, budgeting and relationships with stakeholders.

Process

I led the implementation of new processes, including a research-informed design approach and an agile development methodology. The process resembled the following:

  • Quantitative and Qualitative Research

  • Design Patterns + Heuristics

  • Core System Capabilities

  • Initial Wireframes

  • Lo-fi Prototype

  • User Testing

  • Branding and Visual Design

  • Hi-Fi Prototype

  • Sprint Development + QA

  • User Testing

  • Version Release

  • Friends + Family Testing

  • Closed Beta Testing

  • Public App Store Release

We created a new Agile design and development team, which I supervised. I was also directing two additional teams that supported other banking web applications.

 

Initial product sketches

Product

 

Simple login—We made the user ID persistent, while password or fingerprint read is required for each session.
Balances on the first screen—Most Interbank customers only use digital banking to check their balance.
Simple navigation—Three items in the tab bar. Research shows happiness decreases when facing too many options!
Act as Secondary Memory—The app remembers previous transactions, facilitating periodic payments.

 

Think-Aloud User Testing

Impact

Doesn’t feel like a bank!”—Interbank Customer

The first release of the new app had a user rating of 4.5 stars in the App Store (Interbank’s previous banking app had 2.5 stars—which isn’t uncommon in the banking app world)

Positive user feedback: “A pleasure to use”, “The best app for paying bills!” or “Doesn’t feel like a bank”. A process was set in place to feed the desing process with the user's community feedback.

Weekly downloads increased 50% the week after release and 20% thereafter—with no marketing.

Team

Digital Banking Manager, Commercial Manager, Project Lead, Product Owner, Scrum Master, System Architect, three Front-end Developers, two Back-end developers, two UX Designers, Visual Designer, two QA Specialists.