Mutual of Omaha Bank

Entering the Mobile Space

Overview

In order to better serve their customers, Mutual of Omaha Bank set out to create a mobile banking app. The first release had to provide a solid foundation for future enhancements, and the company called on me to ensure it hit the mark.

By iteratively designing and testing, I was able to help deliver a core set of features that addressed customers most pertinent needs.

My Role

I was the sole designer on this project, embedded full-time with a team of developers, QA's, and Business Analysts. I acted as researcher, UX designer, and UI designer, working with the dev team in an iterative, Agile workflow to create user stories and deploy features. I regularly presented design decisions to the Product Owner and executives.

Discovering User Needs

When I came on board, the development team had already begun building. In order to settle on a solution, I stressed the importance of understanding the users. I explored market trends, analyzed competitors, and gained insight into sentiment about the banking industry. I then set up shop inside one of the bank’s branches to conduct user interviews.

Mental Models

My objective was to gain an understanding of user’s mental models around managing their money. I sketched visuals of how they think about spending and saving.

Mental Models

My objective was to gain an understanding of user’s mental models around managing their money. I sketched visuals of how they think about spending and saving.

Finding Patterns

I used interview feedback to plot patterns in user behavior and feelings. A high-level overview of who I was designing for helped me formulate general conclusions about their needs and goals.

We discussed the role mobile banking could play in their lives. I learned when an app would be useful and how it could help them accomplish their goals.

Sketching Flows

In order to address pain points, I had to consider how the user would navigate through the app and what content they would need along the way. I began with simple user flows, mapping out how a user would navigate particular scenarios. Sketches brought ideas to life with detail around layout and structure.

Communicating with the Team

It quickly became apparent wireframes weren't sufficient when conveying the design to the team. Developers needed to know every action a user could take and how the system should respond. I worked with QA experts to identify paths I hadn't considered and documented each user interaction.

Wireflows

I paired detailed wireframes with user flows. As screen layouts were refined, the flow documentation became more detailed.

Navigating Errors

When moving money, it was imperative users could clearly see how a transaction affected their available funds. More importantly, if an error occurred, they needed to know what to do about it. I worked closely with the development team to determine how to handle errors when the app encountered a connection issue.

It was essential for the app to be transparent and help users understand what is happening in order to prevent overdrafts and duplicate payments.

Designing for the User

Research showed the majority of mobile bank usage occurs while shopping. Users rely on their phone to read reviews and compare products before making a purchase. They need to be confident in the amount they can spend without disrupting funds they plan to use later.

Scannable Content

Deposits are called out so users can rest assured that the money made it in to their account safely.

Overdrafts and negative account balances are highlighted to instantly notify the user that action needs to be taken.

Vendor name is emphasized over amount. Usability testing showed that users recall “my shopping trip to Target last week” as opposed to remembering exact dollar amounts.

Validating Ideas

Throughout the process, I validated the effectiveness of design concepts with users to ensure we were headed in the right direction. I facilitated in-person, moderated usability tests, turning a conference room into a testing lab. I hosted viewing sessions where the team could watch screen recordings and discuss the results together.

Mobile Check Deposit

The development team’s technical proof of concept seemed pretty straightforward. However, usability tests showed it left room for user confusion and forgotten fields.

As a solution, we created a guided experience that tested with a higher success rate. It required more effort on the back end, but the result was a more seamless user experience.

By validating ideas with users and finding problems early on, we were able to develop a solution that reduced user error and decreased time spent on the task.

The Outcome

The app launched with a core set of features that paved the way for future releases. Analytics, usability testing, and an in-app feedback feature provided direction and guidance for improvements. The patterns established in the first release allowed the team to deliver additional functionality quickly and efficiently.