NCR > WHITE LABEL MOBILE BANKING APP
Research & Discovery
Business Goals
MAIN CHALLENGE
Design an app that allows financial institutions (FIs) to customize it while ensuring it remains effective, efficient, and user-friendly.
THE REQUIREMENTS
An app that can work for the do-it-for-me and the tech-savvy FIs.
Stakeholders are comfortable giving them more flexibility, as long as it doesn’t compromise the functionality of the app
Many existing features of the app are hard to find or unknown to the users.
The main culprit is the More menu which housed any actions not displayed on the main navigation bar.
Ensuring the design can translate well to other viewports and OS.
As a white label app, the design must be able to work for different
“Flexibility comes with responsibility. At the end of the day whatever customizations we offer the financial institution, the onus is on the financial institution to use it wisely to make their app work and look the way their end users might find appealing.”
- STAKEHOLDER
OPPORTUNITIES
Potentially link the CMA and business apps in a way that allow FIs to work between them with ease.
FIs serve both groups and long for a shared admin platform. While we were not tasked to design the admin portal, it’s clear there is a need to have tools that cross over.
Expand money management from reporting to optimizing.
Many FIs believe FinTech companies are leading the way in delivering more value to consumers by offering relevant data and guiding them toward financial stability, rather than just showing a balance.
Save development time and effort by taking advantage of native OS features.
Using native design and elements will make for a more stable app experience with functionalities users are already accustomed to.
Research & Discovery
HEURISTIC EVALUATION
Analyzing the current app provided the benchmark on what’s available and the existing struggles.
HOME/ACCOUNT
EXPLORE NAVIGATION
The navigation bar allowed users to jump into different user flows, but is that the best way to deep dive?
ACCOUNT OVERVIEW
ADD SEARCH
No search feature in the Account view rendered this page inaccessible past the most recent transactions.
MORE MENU
REDUCE COMPLEXITY
While organized by categories, by stacking users still needed to scroll considerably to discover all the features.
HOME/ACCOUNT
EXPLORE NAVIGATION
The navigation bar allowed users to jump into different user flows, but is that the best way to deep dive?
ACCOUNT OVERVIEW
ADD SEARCH
No search feature in the Account view rendered this page inaccessible past the most recent transactions.
MORE MENU
REDUCE COMPLEXITY
While organized by categories, by stacking users still needed to scroll considerably to discover all the features.
Understand User's Behavior
HEARING FROM THE USERS DIRECTLY
We talked to six end users about their banking app usage and their views on financial management.
M/30
Atlanta Post
Credit Union
F/32
Queensborough
M/34
Delta Community Credit Union
M/38
Delta Community Credit Union
M/45
Associated
Credit Union
F/57
Associated
Credit Union
The majority used their app to check balance upon login.
Three distinct personas emerged from our test group based on how much guidance they prefer in the app.
PERSONAS
Our participants fell into three categories that involve various degree on financial know-how.
Heavily involved in managing personal and family finances.
“[The] responsibility is on me to keep track of how much I spend when I go out.”
Heavily involved in managing personal and family finances with use of tools.
“[a tool] needs to add value, not more work for me.”
Hands-off attitude toward managing finances and seek guidance.
“Being a mom trying to balance diapers and healthcare and...you know. It'd be nice to have advice [on what to save].”
JUMP AHEAD
My Design Process
