ANZ goMoney App — Apple Pay & Manage Cards Design
Interaction/Visual Design + User Testing 


Description 
ANZ launched its partnership with Apple to much fanfare, trumpeting the fact that the bank was the only one in Australia to offer Apple Pay. As part of the digital wallets ecosystem, we were looking at how we could provision Apple Pay through goMoney app. Making it as seamless as possible for our customers to add ANZ cards in Apple Wallet. 

Besides that, we also looked at how customers will be able to manage their cards through the goMoney app. By bringing in customer's voice in our earlier exploration work, we looked at card related key features such as suspending card, cancelling card and changing PIN.

Apple Pay
Provisioning
Card activation
Android main flow
iOS flow
Onboarding
Android doesn't need to allow permission for camera access. For iOS, we need to. An animation to demonstrate how to scan a card using OCR is presented. This gives us a better permission acceptance rate when user sees the permission dialog.
Success screen
Different success states depending on the scenarios.
Manage cards
Accounts selector
Change PIN
Suspend / Cancel cards
Future state
We explored some future state ideas. One that is particular interesting is how we are able to show credit cards that are linked to apps, websites or merchant pages. So you will know if suspending, cancelling or renewing will affect your payments on other transactions.

We also looked at how we could enable the users to use a new issued card straight away right after terminating their old one.
User testing
Purpose of research
Gather feedback and insights on the new goMoney design concepts around:
1. New card management section.
2. Apple Pay provisioning.
3. Lost/Stolen card.
4. New payments platform.

Method
We conduct in-person usability studies with mobile banking customers who represent a spectrum of usage behaviours. Participants will be asked to navigate and carry out banking tasks using the prototypes.

Outcomes
The study will provide us with:
• Insights: Actionable insights on how to optimize the user experience for out customers.
Metrics: Objective and behavioural performance data that provides usability baseline to measure future improvements.
Actionable improvements: Concrete recommendations for improvements based on research findings.

Invision prototype
Tasks
1.Card activation
You recently applied for a new credit card with ANZ and you've received your card in the mail. You'd like to activate your card, please attempt to activate your card through goMoney app.

Goals:
• Findability.
• Natural selection.
• Ease of scanning.

Observation/Probe:
1. Navigation: Observe navigation path to cards management and probe on path selected.
2. Card activation: Let user choose naturally their option & probe why the option was selected.
3. Findability: How easy for users to find the activation option.
4. Activation screen: Get user to narrate what they see on screen.
5. Scan: What do they expect? 
6. Manual: Why manual?
7. Confirmation screen: What is understood by the message around companion card?

2.Account centric
Take the user back to manage cards section and bring focus to the cards and let scroll through different accounts.

Goals:
• Differentiate physical & digital cards.
• Linking of multiple accounts to a single card.

Observation/Probe:
1. Card management: What do they see on this page? What do they think they can do on this page?
2. Card visualisation: Present different options and ask which is preferred.
3. One card, multi accounts: Ask if user notices that 1 card can link to many accounts? 

3.Apple provisioning
Are they aware of Apple Pay? Do they know how it works? For those who have activated for Apple Pay, how was that experience? How often do they use it?

Goals:
• Findability.
• Ease of completion.
• Confidence of moving between systems.

Observation/Probe:
1. Provision Apple Pay: Observe how user enables Apple Pay for the card.
2. Verification: Does user understand the message and able to navigate through?
3. Apple Wallet: What do they expect will happen there? Probe if they understand they are leaving goMoney? 
3. Card added: What does the user think has happened here.

Pub scene
For the subsequent tasks such as the lost/stolen card scenario. We try to make the whole testing environment more "real". We have staged the testing zone into a pub scene.

Goals:
• Findability in a state of panic.
• Impact on physical & digital cards.
4.Suspend card
The user is having a good time with his/her friends. His/her friends have already bought 2 rounds of drinks and the user would like to get the next one. He/she reach for your wallet and to his/her shock, he/she can't find your ANZ credit card. At this point, he/she is not sure whether he/she has left it at home or at work but he/she don't want to spoil the evening so he/she decide to temporarily block the card.

Observation/Probe:
1. Navigation: Observe path of entry via link on accounts page or navigation dropdown or Call ANZ option?
2. Block or cancel: Which option was chosen? Why? Differentiate between suspend and cancel.
3. Will Apple Pay work: What do they think once they suspend their cards. Will Apple Pay get disabled too?

5.Cancel card
The user is sure that he/she look and can't find the card and he/she would like to cancel the card.

Observation/Probe:
1. Cancel this card: What is the user's thoughts on the message that pops up?
2. Card in post: What do they think this means? How long do they expect to get the card? What would they do without cards?
3. Apple Pay: If ANZ allows you to add the new card coming in the post to use Apple Pay, will the user do it?

6.Change PIN
For security reasons, the user would like to change the PIN on the card.

Observation/Probe:
1. PIN changed: Probe if the participant understands that PIN has been changed.
2. Messaging: Is the messaging clear? Is the whole process visually clear?

Testing sessions

Observation room.
Notes and findings.
Discussions.
Synthesizing the findings through affinity mapping/theming.
Notes taking.
Task completion metrics.
System usability scale metrics.

Result
Card management activities appears buried
Participants had trouble understanding what the page depicted, often assuming its just a representation of their card, balance etc. It appeared that getting to key activities; Lost card, Apple Play was unnecessarily buried. 

Natural tendency to treat accounts as an origination point 
Many users stumbled to get there, often instinctively clicking on individual accounts as origination point for service. This was more prominent in anxious situations like loosing a card in a pub (one of the scenarios of the test).

Unclear where Apple Pay process ended
Coupled with the issues associated with features buried deep in card management, participants missed the message where further verification was required and often ended up falsely assuming the Apple Pay was ready when in reality further verification was required. Seeing the Apple wallet further added to the confusion.

It was clear that participants sought clear and bold communications when their attention is required and in this case where verification was required.

Participants had a high trust in both Apple and Banks in terms of security so shift between systems was not identified as a loss of confidence.

High anticipation for Scan was let down by actual process
Participants are excited that there is an easy method but were then disappointed with a tedious process. Issues were: virtually no feedback during the scan process, it took longer than expected scan time, precision required for scanning; eventually letting down the initial anticipation experienced by participants. 

Natural perception for most participants was that manual activation would be hard (16 number) and was in most cases was avoided. Card activation was a highly welcome feature but it’s not something participants are tuned to think they can complete in an app. So it is critical that customers are made aware of this option from the start.

Cancelling card requires more attention
Cancelling card has greater consequences that block card. Block was  a stop gap and cancel was permanent and this calls for different information needs. 

Message and reassurance (green message plus option to call for double confirmation) on the cancel confirmation screen sufficed the expectation of the participants. However there was an expectation that there will be a second level confirmation like a follow up text or email.

Blocking is a big hit: Participants like the control and the immediacy of the feature for the temporary block and confirmation on the app was considered sufficient. Other associated findings: “Report” lends itself to “Talk”. A mix (50:50) response around the expectation that Apple Pay would be blocked when card is cancelled.

Value proposition of add to Apple Pay missed
Participants were focused on cancelling their card and it appears that the timing of the Apple Pay message is an overload at the cancel confirmation screen. (Where we give user the ability to order a new card and use it digitally right away). Consider moving it to the next step.

Change pin worked easily
Once users were aware of the card management system.