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
• Increased customer satisfaction scores.
• Increased usage.
• Increased usage.
Decreased reliance on frontline staff
• Decreased interactions requesting statements or transaction searches.
Scope
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.
Discovery
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.
User interviews
• 4x Personal Bankers. (ANZ Queen Street Branches)
• 6x Customers. (range of banks and levels of financial experience)
• 6x Customers. (range of banks and levels of financial experience)
Goals of the interviews
• Gather behavioral models that can be used to inform prototyping.
• Establish whether existing industry search patterns align with users’ mental models, or whether new patterns form.
• Understand the frequency and priority of tasks undertaken by users, and the role of search in these tasks.
• Establish whether existing industry search patterns align with users’ mental models, or whether new patterns form.
• Understand the frequency and priority of tasks undertaken by users, and the role of search in these tasks.
Findings
• Users use multiple "strategies" to find relevant transactions. Some "search", some "filter", some simply "browse".
• People "browse" if it is less than a month of transactions and use text search or filters it is more than a month.
• How we show transactions is critical to facilitating search.
• People want to understand income and spending as a personal aggregate.
• People "browse" if it is less than a month of transactions and use text search or filters it is more than a month.
• How we show transactions is critical to facilitating search.
• People want to understand income and spending as a personal aggregate.
Design Insights
User testing
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
• Find a recent transaction.
• Dispute a transaction.
• Find a historical transaction.
• Calculate a spending total.
• Check their income.
• Dispute a transaction.
• Find a historical transaction.
• Calculate a spending total.
• Check their income.
Findings
• Search was a dominant strategy for users as they became familiar with it.
• Autocomplete suggestions help mobile users select search terms faster without having to type.
• Surfaced filters were more obvious to users, and helped them complete tasks more quickly.
• Participants abandoned scrolling more quickly on mobile than on desktop.
• Users framed totals as numerical calculations and expected them to be at the bottom of the page, rather than the top.
• Users wanted to manipulate and share individual transactions through contextual actions.
• Autocomplete suggestions help mobile users select search terms faster without having to type.
• Surfaced filters were more obvious to users, and helped them complete tasks more quickly.
• Participants abandoned scrolling more quickly on mobile than on desktop.
• Users framed totals as numerical calculations and expected them to be at the bottom of the page, rather than the top.
• Users wanted to manipulate and share individual transactions through contextual actions.
Prototype
Desktop
Mobile
