Personal Banking Account Opening Platform
Web and App Design
Project Overview
We assisted our client in providing comprehensive banking services catering to customers' financial needs like deposits, savings, time deposits, and exchange products. The new mobile app allowed for quick account creation without visiting a branch. It streamlined procedures so customers could remotely create and manage accounts. The back-end officers received account creation requests from the account opening system. They could then review, approve, or reject requests directly through the new system.
Role
UX and UI Designer
Type
Banking
Year
2021
Design Process
Research > Interview > User Stories > Wireframe > Design System > User Flow > Design Critique > UI Design
Challenge
Personal accounts could only be opened during branch work hours, but users' availability did not always align with these hours.
The previous system relied heavily on paper which led to inefficiencies.
Operations between departments needed streamlining.
Repeating tasks and documents along with manual data entry increased errors.
The outdated system could not meet current needs and users faced long wait times without pre-filling information.
Guiding Question
How can we allow users to create accounts anytime and anywhere within Hong Kong?
How to organise essential user input information in a user-friendly design?
How to enhance workflows to avoid repeated processes and manual tasks?
How to enhance the service flow for applying corporate accounts, including before the visit, in-centre, and follow-up, to reduce waiting times for end-users?
How to implement security checks for corporate banking accounts?
How to design layouts that are clear, minimal and usable to allow focused task completion?
Project Management
The product owner consolidated the main requirements before the designer's involvement. Business analysts helped to clarify the initial requirements with stakeholders. Based on the first round of consolidation, the design team organized requirement workshops. We sketched the flow and user journey according to their ideal operation process. On the other hand, we adopted agile methodology in this project for constant collaboration with stakeholders and continuous improvement at every stage. Jira, Trello, and Slack were able to build a mechanism for responding changes quickly.
Design System
Design specifications outlined components like margins, padding and fonts. This allowed all teams to understand rules for accurate, efficient development.
Specification on Header and Footer
The Solution
We conducted interviews with stakeholders each sprint to gather business requirements and feedback. Representatives from each department joined our design sprint reviews to directly share opinions and perspectives. Their existing system did not provide speedy, high-quality services to valuable customers.
We analysed the requirements to determine key app functionality. The goal was to design and build a simple, easy-to-use banking system providing a wide range of functional services for customers. We developed a new internal platform enabling staff to provide account services like creation, updates, mandates and registering accounts for potential customers, both for new and existing users of branches. Customers can also submit account opening requests through the mobile app. The platform allowed centralised management of account information within branches.
The new system was well received, with stakeholders providing positive feedback on the improved workflows and reduced wait times for end users.