Scotiabank’s Universal Banker app - an iPad app utilized by tellers to assist customers across various branches in Canada.
UX/UI Design
iOS Guidelines
Journey Mapping
Competitor Analysis
Platform
iOS
Year
2018
Objective
Scotiabank observed that many of their tellers were struggling to use the Universal Banker iPad app that was created to help customers. They wanted to redesign the current Universal Banker app so it is more user-friendly to the tellers and customers. The primary objective of this app is to facilitate the onboarding of new customers, manage customer accounts, and enable customers to view products and apply for them as per their interest.
What I worked on
As the only designer on the project, I was responsible for redesigning the Universal Banker app to make it more user-friendly for both tellers and customers.
My Team
I worked in an agile environment with iOS developers, a product owner, a business analyst and a scrum master.
Creating a more user-friendly experience for both tellers and Scotiabank customers.
Background
About the Universal Banker app
Legacy tellers who worked at Scotiabank for many years were randomly selected to help minimize the customer service lineup and wait time by assisting those who needed help with simple tasks with an iPad. Many were senior employees who were not tech-savvy. Tellers across Canadian branches used this iPad app.
The Universal Banker app was divided into four separate apps. One app is for customer login, another for customer account maintenance, a separate app for card PIN issues, and the last one is for product viewing and application process. Web developers coded these four separate apps without any design guidelines, causing tellers to struggle with navigation while trying to provide customer service.
Defining our end users
First, I wanted to identify the end-users of our app by creating a user persona. This process helped the stakeholders determine the essential features and functionalities of the app and allowed me to design the app tailored to the requirements of the right user. To gain a better understanding of the end users, I conducted a few user interviews. These interviews helped me comprehend the needs, preferences, and problems of the users. In addition, during the interviews, I conducted a usability test of the current app to discover the pain points that the users are currently facing.
After conducting user interviews, it was confirmed that our primary users were senior employees who were not tech-savvy. One of the major pain points that emerged was that many end-users found it difficult to navigate between different applications to complete their tasks.
Defining the Universal Banker redesign
Process
After reviewing the findings with stakeholders, we agreed to integrate all four to create a more coherent experience. To ensure clear and straightforward navigation, we conducted card sorting to determine the placement of each feature and functionality.
To begin ideation, we created task flows to visualize a user's navigation path, helping us reduce the steps needed to complete a task.
I presented wireframes to the stakeholders and developers to ensure that the feasibility and business requirements were not overlooked. After that, I had a meeting with the developers to gain more knowledge about the design system they intended to use and to identify any technical constraints that I needed to be aware of.
I learned that Scotiabank plans to use Apple's iOS design system for their customer-facing app. So, I created a style guide that reflects the bank's brand. Along with designing the app in a more hi-fi state, I used Apple's Human Interface Guidelines to better understand the interactions that iOS users are familiar with. We aimed to ensure that the interface was consistent because the consistency of different elements across the original apps varied drastically. We created mockups on Sketch and hi-fi prototypes on InVision, which were concept-tested with our end-users at the Scotiabank branch in Windsor, Ontario. These tests helped us refine the redesigns. For dev handoff, we used Zeplin to export specs to developers.
-1.png)
-1.png)
Outcome
Universal bankers who interacted with the prototypes were very satisfied with the direction we were heading. Voicing out that they could easily navigate within the app to do all the required tasks without the confusion of navigation between 4 different apps. When I left the project was still under development, we had two developers finishing off the framework of the new redesigned app.
When I left the project was still under development, we had two developers finishing off the framework of the new redesigned app.