My Role

UX Research
Research Strategy

Team

Myself, 3 UX Researchers &
UX Manager

Duration

2 Weeks

Project Deliverables

User Journey
Usability Testing
Competitor Analysis
UX Audit

Design Thinking Methodologies

Qualitative Testing
Usability Heuristics
MoSCoW Analysis

Client

Project Overview

In the evaluation for RBL Bank, we aim to identify usability issues and opportunities for improvement within their online banking portals, mobile banking applications for both consumer(B2C), and corporate (B2B) customers. This evaluation process thoroughly examined the interfaces, noting any inconsistencies, navigation challenges, design flaws,  or accessibility barriers that may impact the user experience.

The findings from the evaluation inform the banking client about areas where their digital banking platforms can be enhanced to better meet user needs, improve user satisfaction, and ensure compliance with industry standards and regulations. Ultimately, heuristic evaluation serves as a valuable tool for guiding design decisions, optimizing usability, and enhancing the overall user experience of banking services in the digital realm.

What we assess?

The NCPI framework breaks down a user interface
NAVIGATION 
     Can users find it?

CONTENT 
     Is it what the users want?

PRESENTATION 
     Is it easy to Comprehend?

INTERACTION 
     Can users act on it?

How we assess?

The VIMM framework evaluates the user effort.
VISUAL
     Reduce visual clutter

INTELLECT
     Minimize complex navigation

MEMORY
     Recall over recognition

MOTOR
     Complex/frequent physical movements

Design Process

Empathize

Desk Research
Stakeholder Interview

Define

User Persona
User Journey

Test

Usability Testing
Competitive Analysis

Desk Research

As a team, a set of user journeys were supposed to be evaluated. 

Blue sticky notes indicate the application (web or app)

Other sticky notes indicate the scope

The User Journeys were appropriately mapped with different types of customers and users.

Stakeholder Interview

The stakeholder interviews were conducted to gather insights on task performance and to understand the overall UX maturity of the organization, structure the user journeys to be assessed, and address any specific concerns stakeholders had regarding UX design and user experience.

Understanding UX Maturity:
Stakeholders were asked about the organization’s approach to UX design and how user-centered practices are integrated into their processes. This included discussions on past UX initiatives, investments in UX, and the perceived importance of UX within the company.

They provided insights into the current state of UX maturity in the organization. Emphasized the level of collaboration between UX/UI teams, product teams, and other departments, as well as the challenges faced in implementing UX improvements.

The interviews also explored any barriers or resistance encountered in adopting UX practices, giving a clearer picture of the organization’s readiness to embrace UX enhancements

Structuring the User Journey:
Stakeholders were engaged in discussions to identify the most critical user journeys for both retail and corporate customers. These are the workflows that have the most significant impact on user satisfaction and business outcomes.

The interviews involved mapping out the user journeys in detail, including key touchpoints, decision points, and potential pain points. Stakeholders provided valuable input on which areas of the journey were functioning well and which required attention.

Stakeholders were encouraged to share any data or insights they had about user behavior and pain points along the journey, which helped in identifying specific areas for improvement.

The insights gained from these comprehensive stakeholder interviews played a crucial role in shaping the overall UX audit. They informed the identification of critical user journeys, highlighted areas for improvement, and ensured that the audit addressed the organization’s unique challenges and maturity level.

Based on the above methods, the data gathered was mapped into a user persona to understand better the users we are trying to cater to.

User Journey

MoBank mobile application

Corporate Internet Banking

User journey directed the task scenario we should be observing for usability testing.

Usability Testing

For the MoBank mobile application, we observed the following tasks:

• New user onboarding
• Login of new user
• Dashboard
• Bank statement recent transactions
• Fund transfer to new and existing user

Observation of Dashboard task

Home Screen

1. Hide CTA loses its purpose if the amount is visible at the first glance after logging in. Also, the Hide button is transparent with a border and gets overshadowed by the background graphic/color.
   
   

2. There is no selected state for the bottom navigation.
   
   

3. The icons used in the grid are inconsistent in style and size. Also. ‘+’ icon looks clickable to add more features/functionalities by the user.
   
   

4. Users will not know bottom banners are Carousal as the ‘dots signifier’ is missing.
   
   

5.  The icon next to ‘my info’ looks like a 'share' icon.
   
   

6. Repetition of content. Like, ‘Statement’ functionality in the card and ‘Account statement’ functionality in the grid serve the same purpose. Multiple tabs for payment in the grid (FT, bill pay, etc.)
   
   

7. User is already on the homepage. Showing ‘Home’ header doesn’t make sense.

Icons in the top navigation bar

1. Back CTA for the top icons goes in sequence when clicked, instead of taking the user directly to the homepage even though those are quick-access icons on the homepage.
   
   
2. Search icons disappear after selecting that field.
   
   
3. The bottom navigation is missing. Users can navigate only through the ’back arrow’.
   
   
4. There is no selected state for search, support, and notification icons
   
   
5. Red color notification is hardly noticed on the dark red Background.
   
   
6. Call Icon’ is not suggestive of ‘support section’

Bottom Navigations

1.  Inconsistent Interaction: Interaction behavior is different for each navigation option.
   
   
2. Bottom navigation is missing for the ‘Pay, Invest and Offer’ options.
   
   
3. The icon style is inconsistent.
   
   
4. Visualization of ‘Pay’ as a pop-up header and ‘X’ for closing the pop-up is hard to comprehend. As these are not usual behaviors.
   
   
5. The user is already on the homepage but still transition is happening with the click of the ‘Home’ CTA in the bottom navigation.

Multiple Accounts

1. Inconsistent card design for single accounts and multiple accounts. When multiple account is added ‘Statement’ and ‘My info’ CTAs get replaced with ‘View Details’ CTA.
   
   
2. ‘Two Bank Accounts’ content is misleading and hard to comprehend. And user needs to click on the ‘View Details’ CTA to know there are more than 1 account is linked.
   
   
3. Credit card and loan functions are not active, but sections are added in the carousal.

Competitive Analysis

• Amount is in a hidden state after logging in.

• Services are grouped under 3 easily recognizable categories i.e., 'Transact, Invest & Insure, and Shop'.

• All the main action is easily noticeable at first glance.

• Subtle way to place banner without suppressing main action items. Users can easily notice the banner.

• Card swipe is easily noticeable, even without carousel dots.

• Consistent visual design.

• No vertical scroll is required. All the components fit inside the screen.

• Hide CTA loses its purpose if the amount is visible at the first glance after logging in.

• Services are not grouped properly, and the hierarchy of functionalities is confusing.

• No selected state for the bottom navigation.

• The bottom banner can be easily missed. A vertical scroll is required to see the bottom banner.

• Inconsistent card design for single accounts and multiple accounts. When multiple account is added ‘Statement’ and ‘My info’ CTAs get replaced with ‘View Details’ CTA.

• Icons used in the grid are inconsistent in style and size.

• User is already on the homepage. Showing the ‘Home’ header doesn’t make sense.

Usability Testing

For the Corporate Internet Banking website application, we observed the following tasks:

• Login page
• Dashboard - account summary, account statement
• Bank Transfer - other account, self/other internal account

Bank Transfer - other account

Payment Journey

1. Daily Available Limit: The user might get confused between the daily available limit and Effective Available Balance. The hierarchy can cause motor load for the user.
   
   
   
   
   
   
   
   
   
   
   
   
   

2. Send OTP: There is only one option for OTP which is SMS. The Radio button is redundant.
   
   

3. Enter OTP: There is no OTP to enter unless the user clicks on ‘Confirm Transaction & Send OTP’. The OTP field below is redundant in this case.

Payment Acknowledgment

1. General Transaction details: The current grouping has no logical structure, confusing the user and making them scan through each field to find the correct data. This adds cognitive load for the user.
   
   
2. Terms & Conditions: There should be a checkbox before accepting terms and conditions. Keeping it as a hyperlink is a dark pattern.
   
   
   
   
   
   
   
   
   
   
   
3. Transaction Receipt: There is no emphasis on the transaction success message. The reference ID is not correctly placed within the success copy.

Competitive Analysis

1. While initiating a transaction the user gets to select from two simple options (Bulk & Single Payment).
   
   
   
   
   
   
   
   
   
   
2. Upon selecting Single transaction there is clear categorization of different kinds of bank payees and logical grouping of ‘mode of payment’ is available.
   
   
   
   
   
   
   
   
   
   
   
   
3. Favorite Payee: The option to mark a payee as a favorite helps the user during a subsequent payment making the process faster. Whereas in RBL Corporate the option to add a payee to Favourite is not available

Overall Experience Scorecard

MoBank mobile application

Corporate Internet Banking

Humanizing technology, one pixel at a time.

Connect with Ikshita