Today, users of internet banking are provided with basic transaction search functionality. With this limited ability, it's difficult for users to find transaction details in a quick and meaningful way. It forces users to remember which card they used for the purchase or the name of the merchant or the amount. Feedback from customers and the Contact Centre is that the current experience is annoying, hard-to-use and users often give up or seek support from frontline staff.
The goal is to redesign the transaction search functionality to provide better access to transaction information, and align the user experience with customer needs on mobile and desktop.
Improved user experience
Decreased reliance on frontline staff
Research into customer use of transaction information across Desktop and Mobile IB and paper statements. Prototyping of transaction search for any appropriate locations on IB (ie: not only Transaction Summary page) Desktop and mobile IB variations as appropriate.
Conducted a benchmarking and analytics review and performed a staff and customer research to identify their needs and expectations on desktop and mobile devices. Findings and recommendations were later synthesis into engagement model, customer journeys and served as input for solutioning phase.
Goals of the interviews
15 participants over three rounds of testing, thirty-minute session per participant. Range of IB experience – ‘managed by money’ to ‘money managers’. Testing was conducted with an interactive HTML prototype with simulated search data.
Participants completed 5 tasks