UI/UX | My Site 5

Navigation Flow

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Brief

Create a UX / UI for user-friendly web interface for an online banking platform that allows users to securely manage their accounts, view statements, make payments, and track their financial activities.

The abundance of information on online banking sites can be distracting and confusing for users, leading to increased anxiety about accidental clicks.

Problem

Possible Solution

Creating a dummy transaction website to ease new users into internet banking. With interactive tutorials, users can practice transactions without risk, reducing their fear of making mistakes. It's a safe way for them to get comfortable with online banking.

Who's it for?

In which bank do you have your back account?

Do you use their net banking/online banking website?

Is it easier to navigate through the website?

What features do you like about the website?

What are the features that you don't like in the website?

Was it easier to navigate the website when you used it first time?

Do you feel anxious about buttons
getting clicked by mistake?

EMPATHIZE

User Research
User Interview
Pain Point Analysis

IDEATE

Brainstorming
Conceptualization
Feature List

PROTOTYPE

Paper Wireframes
Navigation Flow
Information Architecture
Mid/High Fidelity

DEFINE

User Persona
User Journey
Empathy Map

Empathize

Interview Questions

This dummy transaction website is designed for newcomers to internet banking, offering a risk-free environment for learning. With interactive tutorials and practice transactions devoid of real money, it targets users looking to gain confidence and familiarity with online banking without fear of mistakes.

Process

ICICI

Cons -

Service Charges
Account Maintenance Requirements
Complex Products
Quality of Service
Privacy and Security Concerns

Pros -

Extensive Network
Wide Range of Products and Services
Innovative Services
International Presence
Customer Support

Pros -

Extensive Network
Overseas banking
Rapid growth
First bank to launch International Debit card in association with VISA security

Cons -

Limited free transactions
Low branches but moderate ATM centers
Account Minimum Balances
Credit Card Approval
Branch Queues
Interest Rates

HDFC

Pros -

Large Network across India
Diverse services
Well-established reputation
Competitive Interest Rates
Government Backing

SBI

Cons -

Slow Customer service
High fees for some services
Limited International presence
Outdated technology
Limited product offering
Interest rate fluctuations

Competitive Analysis

~ Complex Navigation  
~ Performance Issues (Slow loading and unresponsive pages)  
~ Limited mobile optimization
~ Login and authentication
~ Transaction Errors
~ Lack of clarity in Interface
~ Data security and concerns

SBI

~ Occasional Technical glitches 
~ Complex registration  
~ Frequent Updates  
~ Mobile App compatibility

ICICI

~ Complex Registration  
~ Limited self- service options  
~ Less responsive user support and customer service Issues locating specific features  
~ Mobile App has lack of certain features compared to the web platform

HDFC

Pains

User Persona

01

About

Likes

Dislikes

Pains

Parag Subhedar

Registrar (Govt Employee)

Age - 56

Profession - Registrar

Working Hours - 8

It’s easy to log-in and log-out.

Alert on screens while taking any action.

Automatic password reset after 3 months for security purposes.

Navigation system.

No clarification of functions.

Time consuming to search each function.

Has fear of buttons ‘if clicked any button by mistake the money would be gone.

Too complicated interface.

Difficulty finding desired functions.

Adding amount to beneficiaries or FDs is a time consuming process.

Fear of too many buttons

02

About

Likes

Dislikes

Pains

Yatindra Indapawar

Financial Consultant

Age - 54

Profession - Financial Consultant

Working Hours - 8

Easy to log-in and log-out.

Overall interface in terms of colors and placement.

Navigation system.

Functions are easy to access but there’s too much information.

Frequent updates should be notified to the user.

Too much unnecessary information and ads.

Frequent updates.

Confusing Interface.

User Journeys

SBI User

Opens website

Finds the function to add money to FD

Clicks on it

Goes through the procedure

Confirm transfer Alert pops

Gives Confirmation

Procedure complete

ICICI User

Opens website

Personal

Interested in opening savings account

Selects category

Redirect to different page

Notifications (to allow/deny)

Compulsory to allow

Goes back

Empathy Map

Says

Thinks

Okay lets go to Fixed Deposit category but I don’t know where it is.

I got it!

Okay, let’s complete the transfer now.

My money is transferring now.

I have to add amount to my Fixed Deposit.

Lets search it/ watch tutorial video.

Lets fill up the needed information.

Lets confirm the Alert to transfer the amount.

Does

Opens website

Takes time to search/watch the video.

Takes time to fill the information/ gather required documents.

Confirms the alert.

Feels

Confused

Clear

Hopeful

Satisfied

Ideate

To enhance navigation efficiency, the implementation of tab-based functionality, allowing users to directly select specific functions upon logging in.

In the event of a user's initial login, the implementation of pop-up options, such as the voice assistant feature, can significantly enhance the ease of navigation.

How might we?

For first-time users during the login process, the inclusion of pop-up options, such as a user guide feature, can facilitate seamless navigation.

The functions should be arranged in a way that is neither too scattered nor overly complicated.

User Journeys

First Time User

Daily User

Opens website

pop-up voice assistant feature

Tab based functionality

Selects allow option

Selects category

Voice assistant helps navigate

Reads the guide

Open savings/current account

Fills the required documents

Procedure to fill required documents

Completes the procedure according to the guide

Completes the procedure

Automatic log-out pop-up while closing the tab

Log out

Logged- out

Empathy Map

Says

Does

I want to open a new savings account.

Lets start the process according to the voice assistant.

Lets fill all the required information and documents.

Okay, lets confirm the Alert.

Opens website

Starts the process by filling information.

Starts choosing categories according to the assistant.

Gives information.

Thinks

Feels

I don’t know how to complete the procedure. I will enable voice assistant to help me navigate.

I have gathered all the important documents.

The process is almost done.

The process is completed!

Hopeful

Clear

A bit nervous

Satisfied