Challenge: Create a seamless online banking experience on mobile apps and web for 30+ Credit Unions across Canada.
Deliverables: High-fidelity mock-ups, prototypes, user research, user testing
Roles: Research, Design, Testing
I conducted web conference interviews with the Credit Union’s marketing team and project managers to ensure branding guideline compliance as well as gain insight into preferences and pain points. In these interviews, clients would share brand assets, colour, branding guidelines, and other documentation. We would go over examples of the branded product, timeline, and deadlines to meet.
Most of the Credit Unions we onboarded into Xpress already had an existing online banking solution, but needed an upgrade. I researched their previous banking platform, and asked the Credit Union about what they wanted to see in their new apps and website.
In this discovery phase, some of these questions asked were:
After learning about the Credit Union's customers through the discovery phase, I created multiple personas of the Credit Union clients that included business owners, senior retirees, experienced investors, or students new to savings.
The Young Professional:
The Family Member:
I developed high-fidelity Mockups for the mobile apps (iOS and Android), web online banking, and public website. The mokc were compiled together in a Colour Guide to help visualize the new layout, navigation flow, and user interactions.
These Guides were presented to the stakeholders and tested with a sample of users from the Credit Union team to gather feedback early in the process regarding the colours, branding, and graphics.
The redesigned platform (online banking platform, public website, and mobile apps for iOS and Android) was launched in stages:
The launch was attended by all relevant teams to ensure no issues, and was closely monitored after for user engagement and feedback. Usage analytics, and service tickets submitted by the Credit Union team as well as their members were collected to assess user satisfaction and identify any areas for further refinement. The UX/UI design team and DevOps team continued to standby for everything from site breaking issues, to minor design bugs.
The successful redesign of the Credit Unions’ public websites and launch of the branded Xpress online banking platform has been a great learning experience in collaborating with stakeholders, meeting tight deadlines, and managing expectations. As the Xpress platform grows, it brings opportunities for additional features to the product.
Our next steps on the Xpress product is continuing the conversion of the online web platform to meet accessibility guidelines, and using best design practices to ensure accessibility for all users.