Freelance Work
- Quantitative User Research
- Competitive Analysis
- Revise Design System
- Usability Testing
- Presentation to stakeholder
Figma, Flaticons, Adobe Suite, Miro, Optimal Workshop.
4 Weeks
Bank ABC aims to enhance its online banking web experience by introducing a new feature. This feature will offer customers aged 18 and older detailed insights into their credit and debit card usage, helping them make smarter financial decisions and manage their cards more effectively.
- Design a dashboard that provides customers with an overview.
- Gain insights into user spending patterns to support informed financial decision-making.
As a problem solver for ABC Bank, my approach to understanding user pain points involved conducting in-depth user interviews. I asked open-ended questions to explore what users were seeking from the platform and how we could simplify their experience. Concurrently, I engaged with stakeholders to grasp the company’s values and brand direction. By synthesizing insights from both users and stakeholders, I developed a well-rounded understanding of user needs and aligned the design with business objectives. This collaborative process enabled me to create a user-centered solution that effectively addressed both user and organizational goals.
The first step was to conduct a survey and understand our users and their potential needs and pain points to craft a solution. The survey revealed key patterns in how users manage their finances. To gain deeper insights, I interviewed over 35 users via Zoom and designed targeted questionnaires, receiving over 100 responses. This comprehensive approach provided a clearer understanding of user challenges and requirements.
The data revealed several pain points experienced by users and highlighted their diverse approaches towards managing their finances. To address these challenges effectively, I incorporated a user-centric approach by asking them a key question: "What's that one feature that can make your life easier?" This question often led to identifying a suitable solution for the problem statement, allowing me to design a feature that resonated with users and significantly improved their banking experience.
Following data presented provides compelling evidence to support our findings and design decisions. The numbers illustrate the impact of user-centric approach, showcasing the positive outcomes achieved through the implementation of user feedback and insights. With these data-driven results, we can demonstrate how our UX design strategies have effectively addressed user pain points, enhanced customer satisfaction, and contributed to the overall success of the project.
I would like to emphasize four key questions from the questionnaire that have helped us gain valuable insights into our target audience, including their occupations and affiliations with other banks. These questions have been instrumental in conducting a competitive analysis, enabling us to identify the offerings of other banks and areas where ABC Bank may be lagging. Through this analysis, we aim to discover ABC Bank's unique selling points (USPs) that set us apart from our competitors and further enhance our user experience to meet and exceed our customers' expectations.
We developed two user personas, Sarah and David, to represent the diverse audience of ABC Bank. These fictional characters are crucial for maintaining a user-centered focus throughout our design process. By examining Sarah and David’s pain points and needs, we’ve pinpointed solutions that align with the broader user base. These personas have been instrumental in guiding our design decisions, ensuring that our UX efforts are aligned with user satisfaction and deliver a customized, seamless banking experience for all our customers.
I began by analyzing user research data to pinpoint key issues encountered by our users. Next, I facilitated brainstorming sessions to explore potential solutions. These ideas were then translated into rough sketches, visualizing different concepts aimed at addressing the identified problems. This iterative approach enabled me to evaluate various possibilities and build a foundation for user-centered solutions tailored to our users' needs and preferences.
We explore David's journey through four scenarios.
In the first scenario, David, a hardworking family guy with numerous responsibilities, faces challenges managing his finances amidst his 9-5 job.
The second scenario, highlights the frustrations caused by a time-consuming banking system, leading David to procrastinate and miss payments.
In the third scenario, David's friends recommend ABC Bank for its seamless experience and efficient income vs. expenses budgeting.
As a result, in the fourth scenario, David switches to ABC Bank, experiencing a significant improvement in his financial management. Now, he spends only 5 minutes a week paying bills and tracking his finances, making his life more manageable and stress-free.
ABC Bank's user-centric approach and streamlined services have successfully addressed David's pain points, resulting in a positive and rewarding user experience.
The next crucial phase in the design process involved organizing and structuring the app, which is known as Information Architecture. To begin, I defined the app's minimum requirements and deliverables by crafting User Stories. Creating User Flows and a Sitemap followed, which effectively outlined the app's navigation and overall structure.
Sketches:
After gathering all the user and business requirements. With a wealth of valuable insights at hand, I dived into the ideation phase, throwing innovative ideas onto a blank canvas. Leveraging the UX flow, I skillfully sketched out a range of creative concepts, setting the foundation for designing high-fidelity mock ups. This iterative process allowed me to refine and craft a visually compelling and user-friendly design, ensuring the final product meets and exceeds both user expectations and business objectives.
The focus on data elements led to the strategic choice of a light color palette. This approach aimed to ensure clear communication of important actions and information through color hierarchy. After careful consideration, We opted for a light blue color scheme, symbolizing a sense of peace and calmness. Moreover, light blue is commonly associated with trustworthiness and reliability, aligning well with the platform's purpose of instilling confidence and assurance in users when handling their financial matters.
ABC Bank's platform, catering to a diverse target audience was a key consideration. To ensure accessibility for all users, I diligently adhered to the Web Content Accessibility Guidelines (WCAG) 2.0 while designing the platform. By incorporating WCAG 2.0 guidelines, I aimed to create an inclusive user experience that accommodates individuals with different abilities, making the platform usable and enjoyable for everyone. The focus on accessibility reflects ABC Bank's commitment to providing an inclusive and user-friendly financial platform for all its customers.
Successful Alignment with Diverse Audience: By following the WCAG 2.0 guidelines, the platform's design achieved accessibility for a wide-ranging audience. The user-centric approach prioritized inclusivity, allowing all customers, regardless of their abilities, to access and utilize the platform effectively.
Positive Impact of Light Color Palette: The decision to use a light blue color palette proved to be advantageous in conveying important actions and information through color hierarchy. This choice resonated well with the platform's purpose, fostering a sense of trustworthiness and reliability among users when managing their financial matters.
Designing for Enhanced User Experience: With the strategic incorporation of a light color palette and adherence to accessibility guidelines, the platform achieved an elevated user experience. The thoughtful design ensured seamless navigation and clear communication of data elements, empowering users to interact with the platform comfortably and confidently, contributing to increased customer satisfaction and engagement.
