Bank of America Single Service Card Experience
Platform: iOS, Android, iPad, Windows handset & tablet
The Single Service Card experience was borne out of the need to provide banking features that are in context to what kinds of tasks users perform on the online banking channel. In essence, we strived to understand what primary tasks were important to users and what they would typically do thru online banking.
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 narrow down the capabilities of an existing full service banking app to features that are contextual to what users are doing every day thru online banking.
research
A qualititative usability lab study was conducted at GfK lab in San Francisco. In this study, we aimed to bring a context-focused approach to banking by understanding what features were preferred by users in their daily routines when banking online.
Overall, we asked participants to rank a list of features that were important to them. They identified Dispute a Transaction, Report Lost/Stolen Card, Card Lock/Unlock as their top three features.
Usability Study
Participants liked the spending feature and found it engaging mainly due to its use of color and icons.
“Oh that’s neat. I like that!”
“The monthly average is amazing. It puts in perspective how I’m using my money over the longer term.”
Wireframes
I developed the wireframes and user flows for the Windows device. Once we identified the list of features that are important to the users; I added them upfront in the native tab bar across the top of the level 1 screens in context to what they would be doing most on a banking app.
Windows Handset
Windows Tablet
final designs and style guide specs
I designed the mockups for several key screens of the single service card experience for the Windows 10 device. Since Windows 10 is responsive; I came up with designs for both mobile (handset) and tablet. This was the first time we were designing for the Windows app; so I was tasked with understanding the Microsoft UWP guidelines and almost all of the design patterns in the Windows app are native UWP patterns that I used to create the Single Service Card mockups.