Design Sprint: Chase Mobile
Banking App Enhancement
UX Design & Research
A Design Challenge to Improve Chase Mobile Banking App "Request & Split Money" Process
ROLE
UX Researcher & Designer
TEAM
Individual Project
TIMELINE
2019/4
TOOLS And METHODS
Sketch, InVision, Interview, Usability Testing
Overview
People go out for gatherings.
In many cases, people pay the bill together as a group instead of paying separately in the store. However, spliting the bill after the gathering can be a nightmare, for example, what if people order different items and the amount of money for each person is different?
Thus, in this design sprint, I focused on the spliting money function on Chase Mobile Banking App, given that it is one of the mobile banking app that is most commonly-used in the US.
By conducting research through interviews and observing people’s interactions with the “split” function, I simplified the creating split request process for people by allowing them to request it directly from the “transaction history.”
RESEARCH
Interview
I interviewed 2 Chase Mobile Banking App frequent users.
I observed their interactions with the split function in the app, and I interviewed them to further understand their experiences with the app function.
Interview Detail
Understanding tasks of requesting to split the bill in the current Chase Mobile Banking App
TASK 1
Inserted the amount and added 2 people to split the bill
(including the person who did the request)
TASK 2
Trying the function of adding the third person to split the bill but was actually
aiming for 2 people to split
Findings => Hard to delete the 3rd
TASK 3
Split request being sent and here came the confirmation page
Key Findings
1.
Deleting the un-wanted selected people can be painful without proper signifiers in the app.
2.
Had to remember the amount of the transaction to insert after selecting the recipients.
It would be painful if users forget the exact amount of transaction, then they need to start the "request split" process all over again.
HOW MIGHT WE
How might we make “Request & Split Money” linked with “transaction history” directly so that users will not struggle with remembering the exact amount of money?
DESIGN
Low-fidelity Wireframe
Based on the learning from the interview and the how might we question developed, I started creating the design for the "Request & Split Money" function.
Low-fidelity Wireframe Hand Sketch
Low-fidelity Wireframe using Sketch
High-fidelity Wireframe
Designing to the “SELECT RECIPENT” screen based on the scope of the problem to solve.
TESTING AND DESIGN IMPROVEMENT
Testing
I tested the usability of the InVision prototype with 3 participants. Their feedbacks were positive toward the enhancement, and they mentioned that it’s more intuitive than the current version, especially there’s no need to remember the amount of the money.
In addition, based on their feedbacks, there were also some points that I can explore to improve this function, for example, people are into interacting with the current app, how to further let them know the “Request & Split Money” function is available in the transaction detail screen?
Design Improvement
Based on the feedback, I designed 2 solutions to this problem to make the “Request & Split Money” more obvious in the process.
SOLUTION 1
Add "Split" option in the previous “Recent Transactions” screen
SOLUTION 2
“Notification” for the split function update
PROJECT REFLECTION
Future Direction
1) Combine with Chase Wallet after mobile purchase, for example, Apple Pay.
2) Explore the technical possibilities of exploiting this function into the App.
3) Extend the scope of the App enhancement in the future.
While I was getting the feedback, people who took the usability test told me about their other concerns about the mobile banking app, like “adding groups in the QuickPay with Zelle.” If given more time in the future, I would like the enhance other functions in the app.