Online digital Debit and Credit Card Controls for the Banking365 App - Online Card Activation journeys, Freeze card functions, View PIN, Lost or Stolen Card Reporting, and In-app provisioning to Apple Pay Google Pay. This project involved substantial SME engagement with inter-departmental discovery teams from multiple sectors across the bank, including external agencies.
The B365 app- card controls project followed an agile process with design thinking methodologies throughout. My work on this project covers early design thinking workshops,customer journey maps, early customer testing (paper prototypes), wireframes, concept iterations and high fidelity prototypes, and a second round of customer validation testing and UAT. Including design for accessibility AA standards. The B365 app- including functions to Freeze cards, View PIN, Biometrics, online payments and integrations with Apple Pay and Google Pay api's, and reporting lost-stolen or damaged cards for mobile and desktop (browser). Card Controls for the B365 app is now live since January 2022.
In response to the low customer engagement metrics with legacy app, an audit was conducted to highlight the touch points and optimize the overall user experience with the introduction of new key features. The in-house UX/CX team and an Agile design and development squad was put in place for sprints with multiple stakeholders, analysts and external development agencies/partners vendors for api integrations across the entire app feature set.
A comprehensive approach to journey mapping of the existing and proposed journeys occurred with a bench marking initiative to identify the best features and into competitors across the UK and Ireland. This included a first round of early paper prototype testing and card sorting exercises.
An architecture review was the next key step to integration of the design with the existing platform and development models, large scale reviews of the existig architecture prompted many iterations of 'if' scenarios and red routes. The prototypes for each new function/feature presented it's own specific journeys and unhappy path scenarios which we detailed through extensisve Freehand boards.
Using Invision Studio for front end development CSS/JS reference and UI refinements. Including accessibility reviews and collaborations with the NCBI for navigation AAA standard max compliance. Our dialogue began at this point for best practice AA Accessibility working with industry experts to pull together a checklist for design and front end for mobile and desktop Android/iOS.
"Consistency and seamless integration with the legacy code was the main focus across Mobile, Desktop and tablet for Card Controls."Staging release to staff and expert reviews for the specific journeys like Freeze Card, View PIN, Replace damaged card and View card details. My work with In-app provisioning for Apple Pay and Google Pay was developed in tandem with the build for the main app features. Which allowed the customers to provision their cards from within the app and required significant developer testing scenarios and reviews over a 12 month period. Card Controls with In-app provisioning is now live on the App store and Play store.
The Card Controls project will soon reflect the latest brand change from Bank of Ireland with a completely new look. It will also allow for Biometric login for both facial recognition and thumbprint identification. In addition new features such as spend alerts and controls for third party PSD2 externally linked accounts.
Contact me
let's talk cutting edge UX design best practice.
Phone +353-86-338-2498
Email stevecoleman.07@gmail.com
