Bank of America Fast Track
Platform: iOS, Android, iPad
The Fast Track functionality was to offer mobile functionality for features that users would typically do at bank branches and financial centers, such as ordering foreign currency, cashier's checks and money orders.
Team:
1 UX Designer (me)
1 Project Manager
1 Visual Designer
2 Engineers
1 User Researcher
1 Product Manager
the challenge
The challenge was how to make users aware and adopt tasks such as ordering cashier's checks and foreign currencies on the digital platform (mobile/online banking).
Existing features similar to Fast Track weren't readily available in the marketplace so engaging uses to use Fast Track functionality was a top priority.
research
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, user preference and their understanding of the value of these features on the digital platform.
Overall, participants preferred the "order ahead" feature than going to the branch/financial center since it saved them time, reduced stress and they felt more satisfied with the mobile app alternative.
When compared with going to the branch to do the Fast Track tasks, overall, users preferred mobile app version.
Usability Study
Wireframes
The findings from the usability test and helped me to build the detailed wireframes. I applied Bank of America's Helix design systems for building the wireframes. Since Helix already had all components and patterns defined; I applied it from Helix into the wireframes.
final designs and style guide specs
The findings from the usability study helped me to create better experience for the Fast Track user. Overall, users liked the contextual actions to support their tasks for the currency exchange and ordering cashier’s checks.