MLP - Address usability issues

For the Most Lovable Product and first release, the priority was to address our customer’s issues with the older app to give them a better experience form the get go. These are a few of the enhancements made.

Product features unified

Features were scattered across the app and grouped in the new design contextually

  • Card information and features are in different places.

  • Cards management, Link/Delink, travel notification in the “eServices” menu.

  • Card Payment in the ”Payments” menu

  • 3D secure, card details, statement in the home page.

  • Everything related to the card is in one place.

  • Tap the card the get the card details.

  • All the features and services are on tap away (transactions history, card payment, change PIN, block, renew, travel notification, 3D Secure etc.)

Standing Orders grouped contextually

Multiple standing order labels linked clearly to the corresponding area.

  • Standing Order label in the Payments menu is only for Charity.

  • Standing Order label in the Transfers menu is only for Transfer.

  • The same label leads to confusion especially placed at the bottom of each menu.

  • Everything related to the card is in one place.

  • Tap the card the get the card details.

  • All the features and services are on tap away (transactions history, card payment, change PIN, block, renew, travel notification, 3D Secure etc.)

Card renewals

Awareness to the customer 30 days prior to expiry of a card, leading to new card issuance and pick up from ATM.

  • The App doesn’t notify about the need for card renewal

  • The service is too deep within the menu. Navigate 3 levels from eServices > Cards Management > Renew Expiring Card to check if a card has to be renewed.

  • An alert is displayed under the card, informing the customer of the upcoming expiry of his card, the CTA to renew it for a card issuance request and a success message with the instruction to pick it up at and ATM.

Issuing a new card

Knowing when to issue a new card.

  • Cards can only be issued for an account that does not have a debit card and there is no indicator up front of which accounts have cards and which don’t.

  • The user has to go to eServices > Cards Management > Issue New Card to check if he can issue a new card for an account.

  • Clear indication of which accounts have debit cards and which don’t.

  • Contextual CTA to issue a debit card for the accounts that do not have a debit card.

Debit cards

Replica of the physical card and information introduced

  • The debit cards do not make an appearance except for the control features under the Block Card and PIN Set features.

  • Debit cards are presented in a dedicated section and include all information as seen on the physical card

  • In the case the card is inactive, blocked or paused the status shows on a modal over the card and all functions are disabled.

Credit card payments

Consolidate information needed when making a card payment into one screen

  • The payment screen lacks any information related to balances, limits or dues. These are on the previous screen.

  • The card now displays available balance and a tap reveals outstanding and due amount and date.

  • The user also has the option of paying the total outstanding.

3D Secure OTPs

Explanation and a dedicated place for 3D Secure OTPs.

  • 3D Secure OTP appears under the card number on the Home page which isn’t easily recognisable.

  • A new section is introduced in the cards section which opens a page dedicate to card related 3D secure OTPs

  • If no OTPs are waiting to be used, a description of what to expect on the page appears so that the user know what the section is for.

Beneficiaries redesign

Manage all beneficiary accounts like a contacts list in one section

  • Beneficiaries were managed in four different places based on their account type.

  • One section to manage all beneficiaries and their account information.

Adding a beneficiary

One click to add any beneficiary no matter what account type.

  • One level down from the menu to the list based on the specific account type to add a beneficiary for that account type only

  • A universal ‘Add’ beneficiary CTA to add any type of beneficiary independent of the account type being viewed.

Consolidating transfers

Transfers initiated from a single call to action and selection of a beneficiary.

  • Transfers were seperated by beneficiary type

  • Transfers initiated from a single CTA and selection of a beneficiary

Managing transfer limits

Clearly communicatd to the user how limits work to make the right selection.

  • The concept of limits were not explained and had minimal usage possibly due to fear of intefering with successful trasnfers

  • Made a backend change to create packages which provides clarity on screen to the user and allows for a simple binary selection in line with Hicks law.

Informed saving account selection

Clear communication about the account based on needs and goals.

  • Opening a new account leads to selecting an account without knowledge of the different accounts to make the right selection.

  • Once selected and information icon is available by only provide information about the minimum amount requried.

  • Opening a new account leads to a carousel presentation of all account choices and besides the minimum amount, information like currencies the account can be opened in and how monthly profit is caluclated.

Informed fixed deposits selection

Similar issues to savings mentioned above resolved in the same way

  • Opening a Fixed deposit leads to selecting one without knowledge of the different FDs to make the right selection.

  • Once selected and information icon is available to provide detail of the selected FD only making the selection process difficult.

  • Opening a fixed deposit leads to a list of all FD choices with specific information that differentiates one from the other to make the right selection.

Telecom bill payment

Quicker access to paying telecom billls

  • Bill payments accessed from 3 levels down - Menu > Payments > Utilities payments > Mobile payments which makes it difficult to find and access

  • New payments section provides immediate access to Telecom providers for payments with the due balance retrieved through APIs.

Pop up redesign and trigger planning

Redesign of pop ups to be more informative, visually appealing and non-intrusive through trigger planning

  • 3 CTAs, minmal messaging and redirection to another screen for modifications to setting

  • Reduced to 1 CTA with a secondary option to dismiss.

  • Setting brought directly into the pop-up for immediate action

  • Trigger planning to time pop-ups based on the context, dismissals and in relation to the screen the pop-up in linked to to avoid overload of pop-ups on sign-in.

These were some of the usability issues identified through user feedback or through design expertise in the first year to deliver the MVP - the replacement of the old app with a better, more efficient and more productive experience for Boubyan’s customers