New Digital Experience
Electronic banking system for Millennium Bank
At the begining of my work I wanted to identify the trends and the gaps on the market. I have conducted extended benchmark of existing solutions. Electronic banking expectations are highly connected with other online services such as social media. That's why I have focused not only on banking branch but also on other areas of people's online activity. One of my inspirations was to bring the best solutions from popular online services directly to the world of electronic banking.
Except the market analysis I used internal data from the Webtrends software. I checked statistics for the top pages, most clickable links, entry points, times spent on pages and so on. All of that to understand the real behavioral patterns of our Customers. I analised data of more than half million individual Customers. Thanks to those analysis I got:
- reasonable schedule for delivering different parts of the whole system to the Customer,
- critical knowledge about the true meaning of the home page and different subpages,
- correct context for designing entry points to different products and services.
Finally, I have changed my thinking about the home page. I understood how important it is to provide personalised solution directly on the first page after the successfull login. That was the beginning of the completely new idea of dashboard, the new home page for electronic banking Customers.
Sketches are powerfull. It's the easiest and the fastest way to see the challenges of your early concept. It is also great tool to share your general idea with other stakeholders.
I have performed workshop sessions with different stakeholders from all over the organisation to make them drawing. Thanks to their sketches I have collected critical feedback from inside of the organisation.
Personally I use sketches as a kind of warming up before prototyping. With sketches, during small period of time, you can organise your ideas and next design steps.
I prepared about fourty iterations of mockups. I used them to communicate my ideas to the stakeholders as well as for the test sessions with users. Thanks to advanced features of Axure (such as dynamic panels, global variables and values) I could show hi-fi mockups acting like almost ready solution.
Tests with the users were integral part of the design process. I designed, tested, share the status with the stakeholders and then iterated. I wanted to be sure that I was introducing intuitive and understandable for the users solutions.
I tested my solutions with customers of different banks, including Millennium Bank. Together with researchers I performed interviews assisted with computers, mobile devices as well as eyetracking tool Tobi. Usually I asked the users first to simply explore the prototype for a while, then to perform different tasks ex. block credit card, make wire transfer, check account balance and so on, depending on the area we focused on.
Tests with users are always priceless lessons for me. They are the moment of true. To watch real people acting with my design - it is somehow spiritual.
There are four main parts of the designed solution.
First, in the upper left corner of the desktop screen there is a financial overview. This part gives the basic, most wanted information about owned funds as well as links direct to the wire transfer form and transactional history page.
Moving right there are addons. The idea behind this is to bring different functionalities directly to the dashboard so that customer can save the time. Some examples of addons are simple wire transfer form, intuitive tool to collect money from friend's and the list of the upcoming payments. All of that personalised by default for different customer's behavioral segments.
On the right side of the desktop screen there is the timeline. This is a dynamic, personalised tool to perform complete communication with the customer. Each customer can see different posts on his timeline. Beside short overview of past transactions customer can learn ex. about available sales, security related news, product's advises and unfinished application. In the future, thanks to smart personalisation engines driven by big data, the timeline may become the only necessary tool for successfull customer's experience with banking services.
Last but not least there are the product tiles which contains the most important information about owned products as well as action links to most common related processes and services. Product tiles has front side and back side what gives some extra space for action links.
What have I learned
One of my critical skill I have confirmed during this project is to successfully communicate. Effective communication is a must in order to deliver solution in cooperation with different stakeholders, teams, departments and so on. Moreover being successfull in such a big and dynamic organisation makes me sure that I can be successfull in every future UX task I get.
They wrote about NDE
"For a moment I caught myself thinking about whether transfer my account to Bank Millennium."
Adam Sieńko, Spider's Web
"What will undoubtedly distinguish the system from competition is the Events section."
Wojciech Boczoń, PR News
"The designers have really made sure that the service could be personalized and customized."
Piotr Wardziak, Cashless.pl