RMIT University Project: User Experience RMIT Course - ING App Project
Sector: Financial, ING App
Role: UX Designer
Software: Illustrator, Photoshop, XD
Project time: December 2019
I worked on this project by myself. This project helped me understand how the user experience can solve effectively and efficiently any problem in any case. It helped as well as to deepen my knowledge in user experience design, follow the creative process and to explore approaches to digitisation of bank systems.
Implemented a design process: This project has helped me establish more solid conceptualisation and visual communication abilities with exposure to various design approaches and methodologies from persona development to prototyping.
Improved usability across the platform: This project has helped me establish more structure for conducting research and testing during the project.
High-fidelity prototype
Context
Founded in 1999, ING Australia was Australia’s first direct bank. It has since grown to become the largest mortgage lender outside of Australia’s Big Four banks. ING scores favourably with customer satisfaction and has the highest net promoter score of any major financial institution in Australia.
Problems
"I feel that this app is simpler than it should. I believe it could be a bit more useful in terms of screens and menu options".
“I have a hunch that users struggle to pay someone for the first time, as they can’t select a contact from their phone’s contact list. This means they either have to memorise the phone number or find a way to copy and paste it from another application”.
-Pauline, customer
- Users should not see their account balance before logging in
- Users should be able to add a contact from their phone’s contacts list when paying to someone’s PayID
- Improve the menu navigation (give users access to more functionalities)
- Users should get a notification when a payment went into their accounts
- Users should get a notification when they pay or are charged for something in their accounts.
- Users should be able to add a contact from their phone’s contacts list when paying to someone’s PayID
- Improve the menu navigation (give users access to more functionalities)
- Users should get a notification when a payment went into their accounts
- Users should get a notification when they pay or are charged for something in their accounts.
To facilitate the investigation and identification of issues in the user research phase, these problems can be further summarised into broader subjects as follows:
User Research
As a part of the research, I created a persona, survey and interview; as a result, the customer is comfortable with the ING app. However, I fond a thought about the app in one of the interviewed.
"In the past, I have used other banks apps and, comparatively, I think ING’s app is relatively straightforward as it offers the most useful functionalities but not much more. UI design is too simple, with insufficient information about movements, which makes it difficult to identify them. Navigation focuses on selecting bank products; you can either use the main menu or swipe between products, which is redundant. I prefer swiping, and the menu could be used to give access to hidden or missing features. Also, product cards display the balance amount with a huge font size which for me is a significant privacy concern".
-Hernan Rojas, Software Engineer
Persona
Findings
Recommendations
Insights
The polls and interviews conducted provided enough feedback to confirm the broad problems identified in the previous phase:
Ideation
Crazy8: To get into a creative mindset, I made a crazy8 exercise on “using my bank services”.
Ideas
These are some ideas before the final sketch:
Storyboard
Storyboard one and two - Showing in the real-life what happens with ING App
Storyboard solutions - Showing in the real-life what happens with ING App
Low-fidelity prototype
