Introduction
Armed with the concept of simplicity and authenticity, Bank Islam aims to provide users with personalized digital experiences with a human touch. Our goal is to consistently grow Islamic banking on a global scale.
Bank Islam Malaysia Berhad is an Islamic bank based in Malaysia that has been in operation since July 1983.
Client
Bank Islam
Location
Malaysia
Role
UX/UI Team member:
User research, Ideation, UI Design & Visuals, Prototype, Usability testing
Tools
Sketch, Invasion, Procreate
Understanding the Project
Problem space
- Users expect to be able to do everything online, consumers are constantly searching for pleasant experiences.
- Their expectations are rising, and they could easily switch to a more active and caring provider.
Solution space
- Having complete digital banking experience in opening their accounts, making transactions, and enrolling in new services.
- Achieving the best possible self-service experience is ensured by biometric authentication, online forms, step-by-step guides, FAQs, DIY videos, knowledge bases, online advisory support, advanced scoring, etc.
Design Process
The Double Diamond design model has four stages: Discovery, Definition, Development and Delivery Together.
I’m using these stages to organize my thoughts in order to improve the creative process.
Discover
In discover step, I’m trying to:
Discover the targeted users and their personality and user journey by meeting them in a video conference calls to know the pain points.
Who is the user?
(Proto-Persona, BI user)
Empathy Map
- What is your primary motivation for opening a banking app?
- How much time do you generally spend inside the app?
- What are some of the most common tasks that you perform in the app?
- What frustrates you the most when using your banking app?
- Is there any other payment app you prefer than yours/why?
Meet Julia
Fresh Graduate
- Julia is a very dynamic person who loves to hang out frequently with friends. she loves traveling and meeting new cultures. she is very ambitious and has goals and plans for future investments.
- She is banking almost every day and she prefers local brands for making payments
- Julia thinks her life would be easier if she could pay bills and do transactions without frustration.
User Journey
Key Insights from the research
- Most of the users have problems with the onboarding and login process which is the most important aspect of good usable design.
- Some also complained about the ease of use which again questions the usability of their application.
- More than half of the people criticized their poor & outdated user interface. Their interface lacks much required aesthetic appeal which also restricts repeat usage.
- Users face trouble doing even very simple tasks like paying bills which is a very basic feature of a banking app.
- Few people are not able to locate relevant support sections.
- Too many options might cause decision paralysis and confusion in customers. User should get a fully personalized solution that fit each customer's specific needs in specific circumstances.
Exploratory Interviews- Plan, Conduct and Analyise
- In-depth interviews (1 hour) with 7 persons
- Current BI users
- Goal 1: Users' Pain Point
- Goal 2: Features enhancements
- Goal 3: New services needed
- Goal 4: User interface changes
Expected result
- A user-friendly interface and flawless user experience throughout the desktop and mobile applications of BI and Go.
- Meeting customer needs in a digital space by adding tasty elements and forms, clear icons, small copy, and frictionless flow.
- Switch from static to dynamic by implementing rich micro-interactions based on descriptive animation
Define
In define step, I’m trying to:
Define the main pain points and prioritize it with stakeholders based on the value and effort to know which features we gonna build first based on (WSJF) Worked Shortest Job First.
WSJF
BI and Go home screen dashboard to see the balance of all accounts one shot as well as spending insights
Place regular bill payments into the user's activity feed and make recurrent payments.
Motivate the user to reach financial goals through gamification
Create a tone of voice for a finance guide, A money mentor for all their banking questions.
Create an intuitive clean, and consistent design system compatible with both BI and Go
Hypothesis
Customers often have several kinds of accounts, like deposit accounts, credit accounts, investment accounts, and many others. The mission of the banking super app is to provide a delightful banking user experience for any type of account, so that the activity in all accounts would be easy to review, monitor, and manage. Providing recommendations about savings and investments according to the user's goals; Let Bills take care of themselves no need to waste the user's time. Better to create a mobile banking app the user can talk to.
Deliver
In deliver step, I’m trying to:
Create a high fidelity prototype with interaction to helps me test the usability with a real users.
Desktop Design
Mobile app design
Design System
UT Sessions User task link
Result
Figma source file here