Responsive fintech website
Designed for coursework in the Google UX Design Professional Certificate
Challenge
Design a responsive website for a bank. It should help to increase the conversion rate.
Solution
A responsive website with an easy to use account creation process
Duration
Sept 2021
Role
Lead UX Designer
Responsibilities
Conduct competitive audits, interviews, uncover pain points, create affinity maps, personas, problem statements and user journey maps, paper and digital wireframing, low and hifi prototyping, usability studies and accessibility considerations.
Research
Research Summary
I conducted interviews to uncover pain points which I then grouped in an affinity map. I also conducted a competitive audit to identify gaps and opportinuties from similar websites. Two (2) p0 insights were discovered during the research phase. (1) users want at to be able to navigate back and forth between all registration steps before commited the information since creating a bank account is such a personal and important activity. (2) Users also want to know that help is always available to them while creating the account so they don’t make unnecessary mistakes that are hard to change.
Pain Points
The pain points were discovered by conducting Interviews and developing affinity map groupings
Commitment
In most cases in account creation process the first step is permanent once users proceeds
Customer Support
Getting assistance, whether live chat or other types is not easy to find as it should be
Design
The website and registration design could be more friendly like other websites
Personas
I created a set of personas that helped me to empathize with ‘real’ users and the kind of problems they would face using the product.
User Story: Derrick is a busy business man and runs his furniture business daily, he needs a way to create a bank account online so that he does not have to join lines at the bank.
User Journey Map
User journey maps helped me to empathize further and bring out other possible pain points that users might encounter when creating an account online
It was decided that the table selection would not be included in the app based on user suggestion in interviews
Ideate
The pain points and insights I identified were addressed in a direct way without need for much exploration like crazy eights or how might we. Surprizingly the user journey did not reveal any additional pain points either, so I moved into the wireframing process.
Digital Wireframes
Wireframes Screen Size Variation (mobile)
Low Fidelity Wireframes
Usability Study
Study Type
Moderated Usability Study
Location
Jamaica
Participant
5 Participants
Length
Sep 2021
Findings: Usability Study
Support
Positive experience: Having seen the help button was a pleasant experience for the user.
Separation
A minority reported that it was not clear when the application started
Design
Positive experience: Users noted that how items are positioned gives them room to see everything, it doesn’t feel cluttered like other bank sites
Registration
Positive experience: Users appreciated the ability to go back and forth between steps freely
Usability Study Notes
Refining the design
Mockups
Mobile variation
Hi Fidelity Prototype
User journey maps helped me to empathize further and bring out other possible pain points that users might encounter when creating an account online
