Online Banking UX Improvement

I was asked to support the bank in their digital transformation process using UX & UI methods over a 6 month period. I was involved in prioritising work and giving weekly demos to the team and stakeholders. As well as creating a number of different UX assets, I would create Axure and HTML/CSS prototypes.

Online Banking service is a digital portfolio that  is split between the public website that provides their clients with relevant information and the online banking platform, that offers banking solutions.

• Platform

Desktop, Mobile & Tablet

• Team Members & Collaborators

12 x JavaScript Developers, 8 UX & UI Designers

Support the bank in their digital transformation process using UX methods and processes.

We followed an Agile process and had daily standup meetings, with weekly demos.

I created user stories along with the team in order to help define the user journeys. The product is very complex and this helps us break it down into manageable parts for each sprint.

I worked on wireframes and documented them to help the team understand the layout and content of each user story within each Epic.

I created the core user journeys so they could be checked by each stakeholder and signed off ready to be prototyped and tested.

Once the user journeys had been created, I then made a start on prototyping. Using Axure I could make complex interactions that could be checked and discussed during the group demos. We had 6 prototype systems which used either Axure or CSS & JavaScript.

I was involved in facilitating the usability tests. These would be completed in various different offices enabling the tests to done in different environments and people.

It felt like I learnt something new everyday as the financial data was very complex. However I did enjoy this challenge and would be happy to do this type of work again.

During the user research process, I was surprised to see how many users that needed correct standard labels so not to confuse them. The content of each section had been worked on by an external team.

The project had many challenges, but the most difficult piece was ensuring users could find anything they needed within the application using a logical and intuitive route.

While the whole project was a huge learning experience, I especially loved iterating on designs and testing those new designs on users. This tight feedback loop helped take ambiguity out of our designs, and it felt good to produce designs with the confidence that users would enjoy and understand it.