ING Germany – Mobile post-box
Usability optimization of the ING Germany mobile banking app post-box and integration of search and filter functions.
Role and team
UX Designer (me) within the Service & Security Squad for the Mobile Banking App at ING Germany
Responsibilities
Research, UX Design, UI Design, Prototyping, User Test
Timeline
Jul 2020 – Aug 2020
Deliveries
Personas, Scribbles, User Flows, Screen Design, Prototype, Test Plan
Overview
In this project, as part of the Mobile Banking App – Service & Security Squad, we improved the usability of the ING Germany post-box in the mobile banking app and expanded it with new features, like a filter and search functionality.
Goals
Project goals
- React to critical user feedback with usability improvements.
- Close the functional and usability gap between the website and the mobile app view by integrating search and filter functionalities. Establish usability consistency.
- Establish clarity for the user regarding the topics of delete and archive.
- Find a way how to deal with already archived inboxes and the archive itself, on the long term.
Business goals
- Savings through less calls to the support hotline.
- Increased customer satisfaction through an intuitive user experience and the ability to generate customer success themselves
Challenge
The wide range in the user spectrum and different levels of individual relevance regarding the incoming content of the post-box was challenging.
For example, there are private users who pay little attention to incoming account statements. At the same time, there are professional users who trade stocks and do investments and for whom the incoming legal informations are very relevant, also in time.
Design Process
1. Discover
User data and user feedback were the trigger for the efforts to improve the usability of the post-box. The status quo usability was also evaluated though expert review, using methods like the heuristic evaluation, standalone design critique and design hypothesis.
I also researched related systems, that also have to deal with different content and an attention hierarchy for it`s content and updates.
2. Define
Based on the discovery, I collected the users point of views from the feedback and condensed them as problem statements. I created empathy maps and two customer peronas, that correspond to the two poles in the spectrum of usage and created two corrrespoonding user journeys.
3. Ideate & Test
In the ideation phase, user flows, keyscreens were defined and the solution was prototyped. The solution was tested with users and iteratively optimized.
Empathize
Problem Statements
The ING users provide continuous feedback on the usability of the website and the banking app rating the overall experience and by answering open questions. By doing that, they also list paion points and desired new features.
Personas
The two user personas are the cornerstones in the spectrum of potential users and lead to clarity in the overall complexity of the corresponding requirements.
User Flows
Expert Design Review
The status quo usability was evaluated though an expert review, using methods like heuristic evaluation, standalone design critique, an analyze of the taxonomy, navigation and user guidance.
Heuristic Evaluation
The interface was also evaluated with usability heuristics via collecting issues and recommendations. Most issues have been found in the topics visuability of system status, user control and freedom, error prevention and aesthetic and minimalistic design.
Information Architecture
The interface is given structure, context and meaning at a system and a user level by the introduction of more descriptive content. This provided a better overview about what is when relevant for the user and increases the performance of the new search function.
