Background
I have been using US Bank for more than 7 years; however, I think that there's room to improve in its mobile banking app. I started this project as a redesign of the US Bank app to practice design thinking and some of UX methodology, as well as think Financial Technology in general how we can make banking easier for people. 
Design Process
​​​​​​User Research
I started off by researching some academic papers about the subject "Mobile Banking" to get a sense of this challenging project. Next, I sent out surveys to get some quantitative data on current users' opinions on Mobile Banking. Then, I conducted a couple of user interviews to understand some common concerns and issues that they are currently having with their banking apps. The answers give me some qualitative date in depths of the issues rather than just the quantitative data from the survey. 
Literature Research
Some of my findings show that Mobile Banking cuts a lot cost, and it provides a convenient way in certain degree; however, because of some technical constrains, Mobile Banking's satisfaction varies among users. So there's definitely some pain points in this type of service.
Paper 1: Adaptive User Interface for a Personalized Mobile Banking App 
Paper 2Iteration and Challeges in Mobile Banking
Surveys
The survey collects a quantitative data of users' opinions on Mobile Banking from various of users. I found that certain user uses the mobile bank in certain ways, and there're definitely some features that user uses more frequently. So, we can use the findings to prioritize the hierarchy of the features. 
User Interviews
We interviewed 5 users to get some in-depths answers of the survey questions. For example, a follow up question on "What do you usually do on your bank app?" - Why the chosen feature is important to you, and are you satisfied with what it's doing with your current bank app? By going over those questions, I would find the reasons that certain features are more popular than others, so I can keep that in mind and design the feature in a better way. 

Identifying Need
By gathering and analyzing both survey and interview data, I uncovered some user needs and some pain points: 
"I’d like to see an intuitive way to split a bill with friends or family. Having trouble to spilling bill with friends when going out and eat. " - an easy way to access certain feature or frequently used feature. 
"I have trouble of financing, so if the app can help me to set goals or something, that would be great" -  a way to setup financial goals
Besides those basic financial features like, check balance, pay, deposit, transfer, and obtain account information, I'd like to blend those two features in the app: 
    •  The ability to customize the frequent used feature
    •  The ability to setup financial goals
Brainstorming
I spent 10 minutes to write down features and screens on sticky notes individually. Those features, screens, and insights are based on all the information from early research. I grouped the screens in two: before and after sign in. Then I prioritized the after-sign-in features from high to low. I didn't intentionally promote the features that are asked the most, but I tried to blend those in naturally. For example, I put the financial goal feature as the secondary priority because it makes more sense that it doesn't take away the visibility of those bank basic features like check balance, pay, deposit, and transfer. Plus, there's an optional customization feature that will be available for user to access that feature just by one click. 

Personas
I created a couple of user personas to organize and to uncover patterns in user goals, behaviors, and pain points. Each of them represented one type of users, which might address on one of problems we could solve when we think in user's journey. 

Problem Space
Through user research, brainstorming, and personas, three major pain points appeared. 
User Task Flow
Based on previous research, brainstorm, and discovery, I first built a diagram to help me see a big picture of the information structure and user flow. It also helped me to visualize and categorize the complex features. 
Wireframe
After I finalized the user task flow and had a clear picture of what I wanted to design, I created wireframes to layout every functionality in the application. It gave me an opportunity to think the features in layout and real devices. 
Prototype
Next, I created the first initial interactive prototype by inVision. Although inVision had some constrains in the flow, navigation, and overlay, it made the product at least usable and interactive for the next user test stage. It's important to keep iterating because it would uncover a lot of issues of the design in the user test stage. 
Usability Testing
I presented the interactive prototype to 5 of the users. Each session was done individually, so there's no influence with others. I walked them through the background of the project and then asked them to complete certain tasks in their own ways. I collected all the difficulties and challenges that they were facing. The goal was to uncover issues in the design as much as possible, so we can improve the experience.  
I discovered three main issues: 
    •  User was concerned about the security of the app
    •  User was having trouble to understand that the notification cards can be swiped to view next card
    •  User was having hard time to find the way to customize the quick action button on the home page header
Solution
Add finger print method login, add 2 factor authentication, add login history, add a way to report issue, add way to quick temporally block a card, add warning messages, and alert preference
Add the on-boarding tutorial to teach user the way to swipe notification cards
Leave the features spot blank with an indication and lead user to add the feature for quick action
Security Solution
Security Solution
Custom Quick Action
Custom Quick Action
Onboarding Sample Card
Onboarding Sample Card
Outcome
Iconography
To give personality to the app, I created an icon system with font format (.ttf), which works perfect with my Pilego sketch design system. It speeded up my design process, also gave me the opportunity to learn that svg converted icon font can be used in my Pilego system. 
Animations / Gestures
Smooth transitions make better experience. In most cases, those micro interactions add clever transitions between screens and they also enable user to see what is happening or going to happen next. Gestures also provide user rich interaction with the interface; some gestures make the flow more natural than just press. 
Conclusion
This project is a great opportunity for me to practice UX methods in many aspects. However, it's just a start. If this project were real, I would need to do a user journey map and assets map to test out the cross-channel experience and visual implementation with over all experience because when users use a service, they don't just use the mobile app; they have many other touch points with the company, so in order to make great user experience, as a UX Designer, we will have to care every aspects of the service and provide as much support as we can to serve better the users. 

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