Nab | My Site

UI/UX Case Study

Tools

Project outcome

Click-able - Mid fidelity prototype

NAB Mobile Banking App

Introduction

Right off the bat, I’m not affiliated with NAB/ING/BOM in any capacity, and the views for this case study are strictly my own. Since I don’t have full access to all the user data that influenced their current design, this case study is not fully comprehensive. This case study was part of my RMIT PROJECT done to enhance my learning experience and challenge myself to redesign it to serve a specific purpose.

Who is NAB?

National Australia Bank is one of the four largest financial institutions in Australia in terms of market capitalisation, earnings and customers. It is a locally-owned public company, deriving revenue through the provision of banking services including wealth management, investment banking, credit and access card facilities, trustee and nominee services, financing and funds management.

Problem Statement

This case study aims to address a potential pain point for users of the National Australia Bank (NAB) app. My hunch is that users may find it frustrating to transfer money to a specific PayID when they frequently make transfers to that PayID. Upon using the NAB app, I discovered that payees' BSB and account numbers can be saved in the app, but PayIDs cannot

My Goal

The main objective of the project was to gain an understanding of how users use the PayID feature for money transfers and to provide them with a solution to save new PayID recipients for future payments. The aim was to gather insights on the user behaviour regarding the PayID feature and eventually offer them a way to conveniently store new PayID recipients for their future transactions

The Approach

In order to redesign a new way for users to utilise the PayID feature for money transfers and allow them to save new PayID recipients for future transactions, I followed the UX Framework of the Double Diamond.

Starting with the problem I moved through a series of divergent and convergent stages to arrive at a specific solution.

My Role

Design Thinking Process

Project Timeline

Emphasise Phase

Qualitative Research

I created an interview guide and recruited 3 people who were NAB APP users to learn more about their usage and how they save new PayID recipients for future payments.

Objectives

Explore different money transfer methods used by NAB mobile banking app users.
Understand if and how frequently do they use the PayID transfer functionality in the app.
Identify their challenges in the overall money transfer experience.

Key Insights Derived

Users have to memorise clunky email addresses or ABNs for PayID transfers, which can be inconvenient and prone to errors.
Some users have concerns about the security of in-app PayID transfers, leading to a lack of trust in the feature.
Users desire fast and reliable peer-to-peer payments using PayID.

Quantitative Research

I conducted a desk research on PayID transfer features by using Google search and analyzing user reviews. Additionally, I created and administered a survey to a small group of ppl, specifically asking for their opinions and experiences with various mobile banking apps, with a focus on PayID transfer capabilities. I completed my benchmarking analysis by conducting a landscape review, which involved comparing the NAB banking app with multiple competitor apps.

Define Phase

User Persona

To mitigate my false-consensus bias and develop a more objective perspective, I created a user persona named Annie Jordan to represent a typical user of banking apps, and used her needs, preferences, and pain points to inform the development of solutions for banking app features, such as PayID.

Affinity Mapping

I collated the vital information on a virtual whiteboard, miro, and used affinity mapping techniques to uncover insights.

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Through these insights, I found 2 potential recommendations for how I might proceed into the next phase.

My Recommendations

How might WE provide a quick & easy way to remember a PayID for fast & secure money transfer?
How might we explore different ways to save the PayIDs in the app?

Task Flow

Transfer money to a PayId

Add a new PayId recipient

Ideation

I used a rapid, crazy 8’s ideation technique and felt I had more juice in the tank, so I jumped in for a second round.

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Decision Making Techniques

I had come up with a bunch of ideas and now it was time to explore what was worth moving forwards with. I used both a DFV framework and Impact vs. effort graph

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Address Book

I started by gathering suggestions for a list of frequently used Payees and PayIDs, which I compiled into an "Address Book." After generating a plethora of ideas, I evaluated their practicality, achievability, and desirability using an effort versus impact matrix and a DFV framework. Through this process, I identified some promising options, ultimately concluding that an Address Book would be the most manageable and efficient solution for users.

Story Boarding

I whipped up a storyboard to better understand how it might fit within a person's life.

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Low-Fidelity Wireframes

Typography & Colours

Font Used

Roboto font is a elegant and modern font. It is very neat and clean. It have more readability and variety of options. That’s why I have used this font.

Colour Palette

Visual Design

User Testing

Next Steps

Develop a high-fidelity prototype for the proposed solution.
Conduct further testing and evaluation of the prototype to gather feedback from users.
Investigate the feasibility and implementation of edit and delete operations for saved PayIDs.
Explore the possibility of having a separate list of PayIDs for easier access and management.

My Reflection

Collaboration is key in achieving great things - I quickly realized that theoretical knowledge alone was insufficient to progress in my design journey. Seeking feedback from mentors, receiving encouragement, and engaging in brainstorming sessions with peers proved to be invaluable.
Biases are inherent in all of us - It surprised me how challenging it is to think objectively, especially when I am also a user facing the same problem. Our inclination is often towards finding quick fixes, and it takes conscious effort to overcome these biases.
Continuous growth is essential - I firmly believe that we are all works in progress. Every moment presents an opportunity to learn and develop. With increased experience, I am confident that I will become more efficient and effective in my design practice.