Mobile Banking Authentication: A UX Case study
Introduction
This idea of this case study is to look into the pain experienced by users when registering or logging into their mobile banking application. Also to simplify the process for customer verification, to complete their KYC registration and to shape a great experience as they use the product.
About
This is a start-up digital banking platform just like a regular walk-in bank designed to help you save more, pay bills and invest. The aim is to build intuitive transactions and money management services on a smartphone. The vision of the product is to empower users through excellence and efficiency.
Challenge
To design an easier onboarding experience for new and existing users by simplifying the steps required. Also to reduce user journey in achieving set goals for registration, login, password reset, verification, KYC (Know-Your-Customers) documentation.
Problem
From research on forbes. Quite a number of banking application failed as a result of poor user experience, bad interface and poor security measures. Here is a link to the forbes webpage here.
UX Process
I followed the double diamond theory process to explore the issue more widely and to take more focused actions.
Discover
In this phase, I did some primary research with potential users to validate the secondary research I did earlier on.
User Research
Given that the product will leverage on digital technologies, the immediate audience were easy to spot; Smartphone users. I interviewed about 10 for my qualitative research and I surveyed with about 15.
Some of the questions asked:
- what their preferred banking application was?
- Why do they prefer it?
- What challenges were they facing and what improvements they wished the application could provide?
- What issues have they encountered with mobile banking applications over the past year?
Here are discoveries from the research:
Define
Empathy Map
My observations from the key insights from research were noted down. To get into the user’s shoe’s, my target was to visualize how the user thinks, how they feel, what will they say and their actions in a given scenario.
The intentions of this exercise were to:
- Remove bias from my designs and align myself with the true nature of understanding the users’ needs.
- Uncover user pain/needs that the user themselves might not even be well aware of.
- Understand what drives users’ behavior.
- Provision of guidance towards meaningful innovation and better solutions.
Ideate
Point Of View
As I keep defining my design processes, and to bring clarity, and a more synthesized and narrowly-focused solution to solve the underlying problem statement, I created a POV to guide my insights about my users and their needs in some given scenario.
Design
User Flow
In this phase, I designed a structured solution focused on the problem statement and to crystallize the insights started from the POV. My idea is to visualize the complete journey that the user would follow throughout the solution by guiding them, not making them feel lost or stuck and to offer the easiest way out of errors.
