ANZ goMoney App — Apple Pay & Manage Cards Design
Interaction/Visual Design + User Testing
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.
Android main flow
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.
Different success states depending on the scenarios.
Suspend / Cancel cards
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.
Purpose of research
Gather feedback and insights on the new goMoney design concepts around:
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.
The study will provide us with:
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.
Take the user back to manage cards section and bring focus to the cards and let scroll through different accounts.
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?
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.
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.
Card management activities appears buried
Natural tendency to treat accounts as an origination point
Unclear where Apple Pay process ended
High anticipation for Scan was let down by actual process
Cancelling card requires more attention
Value proposition of add to Apple Pay missed
Change pin worked easily