Internet Banking
Support the management of the company's expenses and revenues.
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Problem
Users reported issues with performance and usability on the web platform, as well as features that did not meet their needs.
Solution
Design a new internet banking platform, prioritizing features that meet the target audience's needs with greater efficiency and performance.
Impact
More than 82% of users are recurring on the digital platform.​
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Improvement of over 64% in page loading times.
Unicred
Unicred is a cooperative financial institution with over 30 years of experience in the market.
Role
Product Designer
Time line
Jan 2022 - Jun 2023
Website
Context
The Internet Banking platform received numerous complaints from users. To address these issues, we decided to conduct a Discovery to identify problems and pain points experienced by the users.
My role
Product Designer
End-to-end process, from Discovery to Delivery, using design tools to understand problems and develop solutions.
Design tools
Personas, CSD Matrix (Certainties, Suppositions, and Doubts), User Journeys, Analytics, User Flows, Heuristic Analysis, Benchmarking, Research, Blueprint, Design Sprint, Inception.
Software tools
Problem
Discovery
1. Personas
We created user profiles based on information from the support team to better understand the behavior of each type of user.
2. Heuristic Analysis
We conducted a heuristic analysis of the old platform to identify potential usability issues and assess best practices in the information architecture.
3. User Journey
Based on the conducted research and collected feedback, we developed a user journey to identify their difficulties and dissatisfaction with the platform.
4. Benchmarking
We analyzed competitors to understand the scope of features offered in comparison to what we currently have.
5. Data Analysis
We gathered behavioral data from GA4 to understand user behavior within the platform, as well as transactional data from BI to assess the financial volume generated.
Personas
Heuristic Analysis
77 problemas de usabilidade identificados.
Data Analises
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Discovery Finds
1. Low Performance
The pages' average loading time was 6 seconds longer than the market's average, with some pages taking over 40 seconds to load, resulting in significant user dissatisfaction.
2. User-Centered Design
The solutions were not developed with the persona in mind, merely mirroring functionalities from the app to the web version.
3. Usability
The experience and usability of the web-based Internet Banking did not meet the expectations of a significant portion of users, with over 70 usability issues identified.
4. Lack of Integration
The user required an integrated solution with credit cards, eliminating the need to open 2 banking software applications simultaneously.
5. Business Opportunity
The Internet Banking accounted for over 56% of the transaction value carried out by corporate clients, yet it was not receiving the necessary improvements.
Lean Inception
We identified that the solution to the users' challenges would be the creation of a new web-based Internet Banking focused on business customers. In this phase, we conducted a Lean Inception to align the guidelines for the Minimum Viable Product (MVP) to be developed.
Vision and Understandment
Understand what the Internet Banking Web is, who the target audience is, its uniqueness in the market, and the problems it aims to solve, along with the objectives it seeks to achieve.
Ideate and Decide
Based on the discovery materials, we identified improvements to be implemented, user needs, and business opportunities within the digital channel.
MVP and Sucess Metrics
We defined a set of functionalities for the channel that accounted for 76% of the current usage, along with new features that would serve as the competitive differentiator. We also established performance metrics (page loading times), business metrics (DAV and immediate debit), adoption metrics (new users), and engagement metrics (recurring users).
Roadmap
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Delivery
Ideation
In this stage, we used co-creation workshops as a Sprint to facilitate the ideation of features, anticipating scenarios and assessing the technical feasibility of the proposed solutions.
Usability Test
We conducted usability tests with the users to validate new features and propose interaction patterns.
Design System for scale
Considering that the product would have significant scalability, we took the opportunity to pilot the web component library of the UDS (Unicred Design System).
Tokens
Base componentes
Suport Library
Interface
We developed a visual standard that could be applied across other interfaces, promoting consistency for the user. This approach follows best heuristic practices and adopts a minimalist aesthetic, reducing the user's cognitive load.
HOME
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LOGIN
PAYMENT
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INVOICE
