65% reduction in support calls.
Increased transfer frequency due to convenience.
78% reduction in task completion time.
Increased satisfaction.
Repetitive process to perform transfers. Each transfer is a 3-step process which piles up very fast in case of multiple transfers.
I conducted 8 user interviews to identify user's pain points.
The process is very repetitive, sometimes reaching upwards of 100 steps which makes it time consuming.
Continuously referring to a document to fill in transfer details is very frustrating.
The supporting data for money transfers feature also told the same story.
Money transfers recorded the maximum time spent on a feature in commercial banking platform.
These insights provided a strong direction for a potential solution.
User interviews
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Commercial user pain points
Saving and reusing the transactions would significantly reduce the time spent on business-related transfers.
I planned to leverage the existing "Add to Favorites" feature to simplify this process and minimize development effort.
I created user flows to identify friction points in the process.
User flow
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Current flow for money transfer
Favourites is an existing functionality that can be utilised to save these transfers. The user flow can be updated to include that functionality while keeping development cost and effort low.
User flow
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Proposed user flow with favourites
Based on this proposal, the user must perform all the transactions at least once before they can be added as a single favourite transaction.
Favourites cannot be utilised for this problem due to a technical constraint.
How did I tackle this?
Further discussions with stakeholders surfaced another potential out-of-the-box feature that could be utilised for this problem. This feature was called "Shopping cart".
So I started exploring that feature with some wireframes using one entry point.
Wireframe
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Exploration for retrofitting entry point
The out-of-the-box feature did not have a download or save functionality for the transfers created by the user which was specifically important.
How did I tackle this?
I explored how the functionality might work and received stakeholder buy-in before reaching out to the development team to add this functionality as a new feature.
Wireframe
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Exploring landing page and download/save options
The existing design pattern for card layout would need to be changed due to technical constraints.
How did I tackle this?
This gave me an opportunity to rethink the design of the cards and improve the overall user experience of the page. So I designed a new card layout which was more user friendly.
Wireframe
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Card layout
Designed an experience that allows the commercial members to add multiple transfers into a queue and save the list for recurring use.
This feature release addressed key pain points - repetitive process for money transfers and user frustration with referring to an offline resource for transfer details.
it is not always feasible to develop features that have the best user experience. Other business justifications like urgency take priority instead.
I still designed for the best user experience by keeping user at the centre of my design. But those designs were not included in this release and were added to a backlog for future enhancements.
Enable feature to handle other kinds of transactions as well - like Bill payments, future dated payments etc.
Keep track of usage volume and propose any design changes if required.