Customer Profile Engagement
Bank of America
Expertise: Mobile Design | Stakeholder Engagement and Collaboration | User Research
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
MY ROLE
My role was a UX/UI designer for this project with the task of sketching some key screens, wire framing the structure and flows and creating the final UI designs.
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
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.
A Card Sorting study was also conducted with 24 items randomized for each session with the participants. A Dendrogram cluster 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