ADCB
Context:
ADCB, Abu Dhabi Commercial Bank contracted Publicis Sapient to relook at their Payment and Transfer Epic after user testing results showed user-confusion.
My Role:
User Experience Designer (UX and UI)
The Problem:
The current problem ADCB was receiving in user testing was that many clients were getting confused as transfers and payments where originally grouped under one section. Regionally the mental model for payments and transfers was that these two journeys were separate under separate sections. The amount of screens and clicks through were becoming overwhelming to users.
The Solution:
We proposed to separate out the two epics and make them easily accessible in the main nav. For each epic we created easily digestible "landing" pages to allow the user to easily navigate the respective journeys. While re-organising the flow we found the need to add an additional "Add Beneficiary" to the Transfer Epic so the user wouldn't have to cancel the journey, add them then start it again as per the current flow. We shortened all the journeys within each epic and added progress indicators along the way when necessary.
The Year:
2019
The Mental Model of the Region
After doing landscape benchmarking we found that the regional mental model for payments and transfers were treated as two separate journeys
Proposed Solution
Following the mental model of what the user is familiar with we suggested to split the epics and make them easily accessible from the main navigation. We also used this opportunity to propose a new layout that would help users to view various options available to them in a glance and move deeper into the journey quickly.
Dashboard - Payments
Payments: Journeys
Add and Pay a New Payee
To add a new payee, it requires searching the provider list and pulling up the requirements for each billing company/institution eg Telecom, Schools etc.
Pay an existing Payee
Pay an existing bill/payee is proposed to be as short as possible. As the journey is one screen (with takeover for OTP) there is no need for progress indicator. The user can asses the pre-filled editable page as per their last transaction and either continue with the same amount or amend.
Transfers: Journeys
Dashboard - Transfers
Transfer New Beneficiary + Transfer
Understandably this is the longest of all the journeys: International Transfer. There is also the hurdle of waiting 24hours for the beneficiary to be added. We proposed to still allow the user to continue with the transfer when adding a new beneficiary and then once the 24hrs would be up, the payment would automatically go through. This way the user doesn't need to log in again and then initiate the transfer to existing beneficiary journey.
Transfer Existing Beneficiary
Once a beneficiary is added, the process of payment is intended to be quick and to the point
Transfer Between Own Accounts
