Bank of America customer profile engagement
Platform: iOS, Android, iPad
The Customer Profile Engagement functionality was to uncover the best way to update common profile info as well as communicate urgent messages to the users so they can act on important missing profile needs.
Team:
1 UX Designer (me)
1 Project Manager
1 Visual Designer
2 Engineers
1 User Researcher
1 Product Manager
the challenge
It was important to make the capabilities of updating user profiles discoverable and at times, urgent.
How would I get users to act on critical info need within the mobile environment and update a variety of profile information (email/mobile/address updates, employment info, citizenship info)? We then brought participants in usability lab to validate the designs.
research
Ideate: I created mockups that revolved around the three personas that addresses their goals and struggles using the portal.
Validate: A user researcher conducted a usability test using a prototype based on the wireframes to validate against a set of metrics and objectives.
Design Approach to Developing a User-Centered Product
Develop Personas: Based on the interviews, we developed three personas that encompasses typical users of this type of application.
Conduct Interviews: We conducted interviews with store associates, product managers, and business owners of several retail stores in the Bay Area to understand their task flows, goals and motivations.
usability study
We conducted formal usability lab testing with participants on some representative primary tasks utilizing a working prototypes This was a qualitative study that focused on understanding discoverability, ease of use and effectiveness of the participants completing the tasks.
Overall, participants had an easy time updating their profiles but there were some confusions over perceived lack of urgency to update their critical information on the app.
Card Sorting Study
A Card Sorting study was conducted with 24 items randomized for each session with the participants. A Dendrogram cluser analysis was used to analyze the participant card sorts.
Dendrogram with cluster analysis
Value Statement Rankings
Wireframes
The findings from the usability test and card sorting helped to inform the designs. Mainly, the urgency of the messaging thru use of color and utilizing nomenclature that was appropriate to effectively get users to identify the correct path in their tasks were important decisions in the development of the wireframe and UI.
Edit Address Flow
Managing Critical Alerts Flow
final designs
Mobile Wallet Home & Person-to-Person Payment