Debit Payments Rebuild

Define

Understand

The bank was in the process of re-branding and updating key user journeys in their native iOS and Android apps, as well as their web-based online banking.

The Problem

Following a prioritisation meeting, the journey for making a domestic payment was earmarked as the number one journey to be re-built. The current journey employed outdated security measures, the UI was clunky, and the copy needed to be updated.

The Goals

• Re-build end-to-end UX for all domestic payment journeys
• Perform user testing to aid in making data-driven design choices
• Employ modern fraud-prevention methods that are in line with FCA regulations
• Re-brand the end-to-end UI in line with the new design system

Research

Market

As a challenger bank, it was important to understand how other banks operate, and learn from their successes, mistakes, and implement an educated design to ensure a journey that reflects our values and who we are. To this end, we performed thorough market research that delved into the journeys of NatWest, First Direct, Monzo, Starling, Revolut, Barclays, Metro, Chase, Deutsche, and many more.

Personas

The Micro Hustler
25+ | Micro Business Owner | Business Account

The Micro Hustler owns a Micro Business. They might have a few employees, but they primarily use their Zempler Bank account to make payments, pay salaries, pay vendors and suppliers, and keep track of their income and outgoings.

They value simplicity, clarity, and ease.

The On The Go-er
25+ | Personal Account

The On The Go-er may have multiple bank accounts for different purposes. They want their experience to be familiar, know how to pick up their new banking app right away, and will make very shrewd financial choices. Their choice to use our banking app will be made within the first few minutes of using it.

Understand - Internal

We partnered with PayUK to implement payee verification. So I needed to understand the scope of PayUK's processes, what we can change on our end, what's fixed on their end, what information we need to provide, and what elements of our new journey's process would be bespoke.

I also needed to understand the scope for this project, and the expectations of a Minimum Viable Product (MVP) and the phases of release for this project.

We'd also scheduled the introduction of international payments into our roadmap, with a priority being consistency and familiarity across the UX for each journey, so whatever I designed in this journey needed to be largely replicable for international payments in the future.

Workshop

Product owners, managers, designers, and other internal stakeholders joined a workshop to review what we wanted keep and remove from our current journeys, and what we wanted to introduce to our new journey.

‍Keep
‍• Biometrics
• Personal/Business account confirmation
• Greater security measures for "at-risk" transactions

‍Remove
• Memorable question as default security method
• "Trusted" payee mark to be replaced with "Verified" payee mark

‍New
• Payee verification modulus check (PayUK)
• Bespoke fraud prevention messaging
• Journeys in consideration of those who have biometrics turned on and off
• New brand UI

Fraud

‍Fraud Action
‍We wanted to really target general and very specific fraud. It was important to catch fraud whilst it's happening, in a way that doesn't become white noise to users after the first few transactions.

‍Fraud Education
Preventing fraud would be the preference, and whilst we do everything we can as a bank to prevent fraud, we also need to do everything we can to prevent our clients from falling victim to fraud.

Design

Flows

We weren't sure at this stage how long it would take to get the PayUK modulus checks in place for payee verification, so we needed to have two versions of an MVP in place: 

• One version with full payee verification in place
• One without the payee verification in place that enables the payee verification to be seamlessly implemented at a later date

Following a meeting with the Product Manager and development team, the proposed flows went through a few rounds of amendments and refinement, primarily to include/cover:

• Exactly when and were the boilerplate fraud messaging would be displayed
• Ensuring adequate security measures were in place for customers who weren't using biometrics
• Ensuring adequate security measures and verification methods were in place in advance of the PayUK payee verification being implemented

Wireframes

For this project, as we already had a comprehensive design system in place, and existing hi-fi prototypes for the current journey, it made sense to create all journey variables as hi-fi mock ups as opposed to sketching, wireframing, and then creating the prototypes.

Hi-Fi Mock Ups

In the interests of being thorough, I created full user flows for 7 journey flows. This covered a matrix of:

• Users who has biometrics turned on, who then passed verification
• Users who has biometrics turned on, who then failed verification
• Users who has biometrics turned off, who then passed verification
• Users who has biometrics turned off, who then failed verification
• Making a Payment to a new payee
• Making a Payment to an existing payee
• Making a Payment from the "Make Payment" menu
• Making a Payment from the "Payee Details" screen
• All of the above, including payee verification
• All of the above, excluding payee verification

All hi-fi mock ups are created as a fully functional prototype as standard to aid quick turn around following sign off to move into user testing.

Prototype

The full prototype for this project cannot be shared until the project has launched.

User Testing

Using the User Testing platform, we performed testing across a range of 10 testers. We set the test demographic to:

• Small business owners turning over between £20,000 and £200,000 per year
• Any gender
• Makes more than 5 bank transfers per month
• Already uses another bank for business and personal trading
• 24+ years old
• iOS mobile device

User Testing | Results

From these tests we found:

• 80% felt that the process of making a payment was more straight forward than their existing bank
• 25% banked with Santander, 25% banked with Monzo, 25% banked with Revolut, and 25% banked with Barclays
• 90% felt that there was an adequate amount of security measures in place to protect them from fraud. 10% (one user) would have wanted to also have a card terminal at home as an additional security measure
• 75% said that they would leave their existing bank in favour of the simplicity of making a payment

Refinement

Following the overwhelmingly positive feedback from our testers, we proceeded to focus on the copy of in the boilerplate messaging, and how we delivered this. I worked closely with our fraud department to acquire data on the latest fraud statistics, types of fraud, and how we should best approach this from a legal perspective.

I also worked closely with our marketing department to understand what messaging we were currently delivering to our users, and how we could maintain consistent messaging. The primary scams/fraud tactics that were identified were:

• Investment Fraud
  Falling victim to a "guaranteed" return on investment. This would also cover crypto scams
• Family Maint. Fraud
  A scam in which a scammer pretends to be a family member, desperately texting from a friend's phone number due to a broken phone. The family member is usually in trouble or in need of help, promising to repay the money later
• Online Shopping
  Scams targeting people doing some retail therapy on online marketplaces like Depop, Facebook, and Vinted are on the rise. Typically scammers will demand the person buys the item through another link, make a £50 payment for insurance, and the buyer never receives their item
• Urgent Bills
  A scam in which a person will receive a threatening call or text, pretending to be from HMRC, the Police, or another intimidating body, telling the person that they owe money urgently or will face a fine/jail time. This is particularly risky among small business owners.
• Transfer to "Safe Account"
  A scam in which a scammer pretends to be calling from the user's bank, letting them know that their account is at risk for fraud, and that they should move their money to a "safe account". Again, this will be particularly risky for micro business owners who have everything to lose.

Designs for how this messaging will be delivered, cannot be shared until the project has launched publicly.

Reflections

Commercials

We worked with new test users, existing test users, and lawyers. The reason being, if a lawyer can’t understand what’s going on, they won’t be able to answer their client's questions.

Initially, the additional content was presented under the CTAs. We found that this resulted in 7/10 users exiting from the process of making a digital Will before they’d finished due to a lack of understanding about what they were writing in their Will.

We opted to present the information on the right hand side of the page to appeal to user's left-to-right reading styles, clearly explaining concepts such as a pecuniary legacy in simple terms.

Following this change, the drop rate decreased to 2/10. One because their lunch hour was coming to an end, and another because they felt that the process was a bit long for the middle of the day in between other errands they were running.

Goals

First things first, did the new process achieve the set goals?
‍
‍Rebuild end-to-end UX for all domestic payment journeys
Yes, all journeys across the journey matrix were effectively and efficiently rebuilt
‍
‍Perform user testing to aid in data-driven design choices
Yes, user testing was performed with effective prototypes which garnered useful responses

Employ modern fraud-prevention methods that are in line with FCA regulations
Yes, an MVP that employed modern fraud prevention methods was designed, with the ability to include PayUK's payee verification feature at a later date

Rebrand the end-to-end UI in line with the new design system
Yes, all journeys were built in line with the new Zempler Bank branding design system