Industry: Finance
Time: 4 weeks
Project Type: Concept
Completion: 2023
You've trusted your credit union for years, but lately, their mobile app has become more of a hassle than a help. You log in to pay a bill, but the transfer process is confusing and slow, with no clear confirmation. Checking your balance only adds to the frustration. Account updates are delayed, leaving you uncertain about your available funds and spending. What should be a simple, seamless experience has turned into a constant frustration.
Creating a seamless payment process for a growing city.
The city of Birmingham is rapidly growing. To keep up with this uptick in population, Legacy Credit Union has to meet the needs of citizens new and old. Todays users demand a simple and frictionless process in their digital products.
I want to provide members with an accessible and familiar experience in the product. With simplistic design solutions, I explored ways to offer the user a system that feels easy on multiple levels.
With memberships spanning seven counties of the Birmingham metro area, the need for a scalable solution is important. The previous app was limited with its features scattered across multiple pages. The goal was to make the users life a little less difficult, keeping in mind that banking process should be thoughtless wherever possible.
After understanding the banks key features, I experimented with ways to consolidate the bill pay process. I also looked into features that gives the user a better overview of transactions in real time.
❌ Problem
Payment process is unnecessarily long. You go through five screens to complete one transaction.
🚫 Why it’s bad for users
This makes tasks difficult and unpleasant. Users want a seamless and stress free banking process.
🚫 Why it’s bad for business
This setup makes users not want to use the app. Instead they will call or come on site. This increases hold and wait times.
A personalized experience.
While designing the app, I took some time to understand how the user felt about the current process. Here I learned that pain points included the user wanting a clear visual of their account and what it was doing. I updated the interface to include easy to read information in one place.
Based on insights, I decided that the most familiar way to go about enhancing an iOS app was to use the sheets already integrated into the iOS design system. The user will be able to follow the process immediately as they are already well informed on current iOS features. I also give the user a more clear indication of transactions made. Now the user will see a notification immediately after a purchase to help the user better track their spending.
User Flow
Problem
🚫 It takes five pages to complete a single transaction
🚫 Users don’t clearly see their transaction history.
🚫 Interface is feels cold and unreadable.
How we could fix it
✅ Consolidate the process into a more manageable size.
✅ Create an indicator for users to see their transactions and when they are made.
✅ Refresh the color pallet and use a modern, legible typeface.
