Chase Bank Mobile
Personal Project
Chase Bank Mobile
Add a Feature to the Existing app
Background
A high-fidelity prototype was designed and tested as the final product of this project.
The Basics
Client
Chase Bank Mobile
Time
01/2019 - 02/2019
My role
UX Researcher, UX Designer
Tool
Sketch, InVision, Maze, Principle
Mentor
Courtney Leonard
High-fidelity Prototype
Discover
Research goals
- Understand Millennials’ financial management behavioral patterns.
- Explore users’ pain and need with available financial management features of competitive apps.
- Analyze financial management tool design trends and practices.
Marketing research
1. Secondary research
To search for reports and articles about millennial financial behavioral trends with mobile apps and design patterns in fin-tech .
2. Competitive analysis
To analyze Popular financial management tools with their unique and highly-rated features.
User research
3. User interview and usability testing
To conduct one-on-one interviews with millennials about their financial management habits and bank app usages.
To test existing financial management tools to find pains of current features.
Pains and Needs
Personalized experience
Millennials are willing to exchange personal information to enjoy highly personalized services — 58% are ready to share personal information to get more accurate recommendations related to their interests. They also want more direct control over their finances.
Straightforward information
Most Millennials are lack of financial knowledge — 84% seek advice from professionals or peers. Therefore features in the app should be easy enough to use even users don't have finance-related education. Information presented should also be easy-to-understand.
Effortless management
User research found due to shorter attention span, young generations expect user experience of product to be more frictionless. Intuitive design and readily available support are keys for the design. The simpler the experience, the sooner users are likely to use the product again.
Instant protection
For those who are lack of experience in financial management, prompt notification and guidance can help them notice and solve financial problems before they are out of control. Since 25% of credit card users from Millennials have hard time paying bills on time, and over 50% are still receiving some form of financial aid, timely protection on users' account is important.
Define
Personas
2 types of personas were developed based on research: the "Achiever" Luke and the "Experiencer" Lucia.
Brainstorm ideas
I started brainstorming with POV statements for each of the personas.
And then I used HMW questions to come up with solutions for each statement above.
Based on the priority of users' need, I decided to add those features to the Chase app:
1. Weekly / Monthly expense report.
2. Saving goal.
3. Minimum balance protection.
Task flow
Design
Create a saving goal --- A/B testing
During the process of designing features, I ran into problems in deciding which style the "Creating a saving goal" page should adapt: a one-page version that was more similar to the current Chase Mobile design, or a multi-page version that was more common in recent app designs. Therefore, I conducted an A/B testing for this feature.
Testing result showed the multi-page version was easier to navigate and had higher completion rate. Therefore I decided to adapt the multi-page version.
UI design
The UI followed current Chase Bank Mobile's style guide. A gradient background color and various badge colors were added for the new design.
Icons were designed follow the style of existing icons, too.
Hi-fi wireframes
Look into details --- how designs target needs and pains
Home screen: find all you need in one place
Personal report, credit score and expense rating are displayed with colorful graphics, which will attract users attention.
By displaying data directly in the dashboard, users will "have to" look at their expense trend, which will help to increase the conscious of money.
User's name is also added to give a sense of personalization.
Weekly/monthly spending report: your personalized insights
Reports that summarize user's spendings based on categories and moods after their purchase. Data also show users' spending pattern changes with previous weeks. Graphic are designed for easy-understanding.
For monthly report, a "Your spending patterns" session will offer personalized suggestions based on passed spending trends. This will use big data collected and compare this user with the general trend, comparing his or her spending habit with others.
Rate expenses: get to know your mood
This feature allows users to track their spendings based on their moods after purchase. This is a tool designed for people with emotional shopping habit.
Rating is done by one click, can be found at home screen, designated rating page, and report page.
Create a saving goal: start saving in 1 min
This feature allows users to create any types of savings goals with intuitive steps.
Goals can be either accomplished by Autosave, or Customized entry, giving users flexibility to choose their preferred method.
A reminder can be added for the progress of goals.
A instant calculator for days or amount left to reach goals is designed to help track their progress.
Low balance alarm: before it's too late
Low balance alarm let users setup a minimum amount for their account. When the balance in their account is dropped below this line, they will receive a notification.
This serves as a protection for users who don't pay much attention in their account and have higher risk running into financial crisis.
Test
Usability testing was conducted with hi-fi prototype made from InVision. I conducted remote testings with people from my personal network and online forum. Maze tool for online usability testing was used for this.
8 tasks were tested with 6 participants.
Testing findings
1. Flows for all features worked well -- no users had problem with task flow itself.
2. Visual hierarchy on homepage and account page should be redesigned. "Create a saving goal" and "Low balance alarm" features are hard to find. This problem is inherited from the existing Chase Mobile design, since both features were designed following the original app style.
3. Based on the second finding, I fount the current UI style guide wasn't consistent throughout the app. Fonts and colors for links and CTA's were different for home screen and other screens, and some features' design weren't follow the main style guide.
4. Many participants had more interest in reports and low balance alarm, while very few thought saving goal was useful to them.
Testing limitations
- Recruiting of participants wasn’t smooth. Only limited number of participants were available for moderated testing.
- Unmoderated remote testing wasn’t effective for this prototype, due to the number and complexity of tasks.
Next Step
If there is more time to work on this project, I will then ...
- redesign UI for more consistency.
- redesign the information architecture of app. Current hierarchy isn't the most effective one.
- recruit more users for in-person usability testing.
- conduct further testing and find out how to trigger more interests in users for saving money
Checkout the prototype here:
