torchi - designing ipad mobile banking: the inside stories
Post on 25-Jun-2015
519 Views
Preview:
DESCRIPTION
TRANSCRIPT
iPad Mobile Banking:the inside stories
Designing
Erin YuUser Experience Lead, CIBC
@almondkey
CIBC eChannels
UX
Amazing Banking App – via mobile iTunes Store
by Kelso 555 on May 2, 2012
I rarely feel compelled to review apps but the CIBC app is amazing. I use it constantly to check balances, make bill payments, transfer funds, everything! The new layout is even better, all of you info is broken out in a way that’s very easy to read and navigate (including pie charts!). If you aren’t a CIBC customer I highly recommend this app
Great app! – via Mobile iTunes Store
by Plign on April 30, 2012
I started using the iPad app when it first launched, and it’s been a great experience. Everything is so simple and easy. Love the graphs!
Amazing – via Mobile iTunes Store
by Saberon on April 10, 2012
It took them almost 2 years but the iPad version is here and it looks fantastic on the Retina Display. Easy to use, informative, excellent app overall. Keep up the good work CIBC!
Great Banking App! - via iTunes Store Desktop
by MobileMeister on March 28, 2012
This is the best banking app in the App Store! For the first time on the iPad I have dynamic charts of my accounts, detailing my balances and transactions. Totally awesome!
Ratings & Reviews
• Lack of support for other tablet devices
• Lack of support for PC Financial
• Missing Online Banking features
• Suggestions
• Accolades
Tour of the app
Why iPad?
To support the largest tablet market share
To differentiateTo provide
compelling cross-channel experience
Context
manageexplorecheck
Mobile Tablet Computer
Challenges
Challenge #1
Make it simpler and easier
than online
Currently online...
Step 1
Step 2
Step 3
!
Challenge #2
Make it more engaging
than iPhone
... but keep the iPhone feature set
Currently online...
Currently on iPhone...
Challenge #3
Communicating the design
PM
UX
BA
LeadPM
Dev
{Sharepoint} {DT Sharepoint}
wikiBusiness Technology
Graphics
Editorial
Challenge #3
Lack of precedent
2:05 PMiPad 70%
CIBC Mobile BankingSend MoneyTransfer Contact Find us Sign outBillsAccountsAccounts
Deposit accounts
Chequing
Kids Education Fund
Savings
Non-registered investm..
Our Investment
CIBC Mutual Funds
Credit accounts
CIBC VISA
Mortgage
Line of credit
$2,339.05
$3,901.61
$1,123.45
$10,240.94
$35,211.41
$56,355.41
$1,911.54
$21,144.00
$422.09
$1,489.45
$260,648.65
(56-78901)
(78-90123)
(67-89012)
(32-12345)
(23-45678)
(01-23456)
(34-56789)
(45-67890)
SortMy accounts SortMy accounts$2,339.05
$2,339.05
Balance
Available funds
Date
June
May
April
Transactions Debit
Jun 14, 2011
Jun 10, 2011
Jun 1, 2011
University of Toronto Tuition
VISA
Rogers Wireless Preauth
$3,782.00
$522.19
$57.25
$2,400.00
Credit
1234-5678-9012-3456
May 31, 2011
May 31, 2011
May 30, 2011
May 22, 2011
May 10, 2011
May 1, 2011
My Workplace Pay
Air Canada Dallas
Cheque 334
Cheque 333
VISA
Rogers Wireless Preauth
$482.15
$590.00
$590.00
$1,203.56
$50.29
Apr 30, 2011
Apr 29, 2011
Apr 29, 2011
Apr 29, 2011
Apr 25, 2011
Apr 11, 2011
Apr 1, 2011
My Workplace Pay
Cheque 332
VISA
Rogers Wireless Preauth
My Workplace Pay
Cheque 331
Automated Banking Machine
$590.00
$203.15
$58.23
$590.00
$2,400.00
$2,400.00
$400.00
Date range
Chequing account
Accounts
Deposit accounts
Chequing
Kids Education Fund
Savings
Non-registered investm..
Our Investment
CIBC Mutual Funds
Credit accounts
CIBC VISA
Mortgage
Line of credit
$2,339.05
$3,901.61
$1,123.45
$10,240.94
$35,211.41
$56,355.41
$1,911.54
$21,144.00
$422.09
$1,489.45
$260,648.65
(56-78901)
(78-90123)
(67-89012)
(32-12345)
(23-45678)
(01-23456)
(34-56789)
(45-67890)
Early wireframes
Early wireframes
WebVS
Native
Comparative Usability Study
Web iPad
1. Introduction
2. Background questionnaire
3. Tasks (native web)
4. Usability questionnaire
With each user,
Setup
Morae Recorder
Webcam
Webcam
Camcorder
Morae Observer
Camcorder feed
Participants
40%
60%
MaleFemale
Gender
10%
50%
30%
10%
18-2324-3435-4950-5960 or older
Age
40%
10%
50%
ExpertIntermediateNovice/non-iPad user
Level of expertise
Expert• Primary user
• 40+ apps
• Daily use• Tech-savvy
Intermediate• Shared iPad
• 5+ apps
• Sporadic use• Comfortable with
technology
• No iPad
• Not familiar with native interactions
Novice
Affiliation
40%
60%
External Internal
•Mostly at home
•Emailing, browsing, watching videos, gaming
•Mostly use online banking
Background
Task 1:Find the closest ABM
5 participants: CIBC.com
3 participants: CIBC app
2 participants: Google Maps
9 users signed in to look for branch location.
All users were delighted by the GPS-enabled locator.
Task 2:Check account balance and
transaction history
All users tapped the month labels.
Only 3 participants started scrolling the bar graph.
5 users understood what the red and grey bars meant.
Three users looked for the end-of-day balance.
Task 3:Add a recipient and
send her money
Only one participant specified the From account.
All users successfully completed the task.
Task 4:Pay a bill
All users quickly and easily completed the task!
From usability questionnaire...
Native vs. Web
1
2
3
4
5
Q1 Q2 Q3 Q4 Q5 Q6 Q7
NativeWeb
Native vs. Web
1
2
3
3
4
5
4.64.2
Native Web
NativeWeb
Average usability score
Native vs. Web
1
2
3
3
4
54.8
3.9
Native Web
NativeWeb
Perceived usability score
All users preferred the iPad app.
{native app}
{web app}
Native Web
Fast Slow
Easy to use Easy to use
Beautiful Busy
Concise Comprehensive
Limitationsof the study
Recruiting internally
• Cost-effective
• Easier to recruit
• Available for ad-hoc testing
Pros
• More likely to have bias
• May worry that their performance is judged by colleague
Cons
Comparing against web
• Online Banking was not designed for the iPad
• Participants were familiar with Online Banking
Simulating the real world
Thank you!
Brainstorm
Work estimates
UID
Janu
ary
2012
Dec
embe
r 20
11
Nov
embe
r 20
11
Sept
embe
r 20
11
Aug
ust 20
11
May
201
2
Febr
uary
201
2
July
201
1
Oct
ober
201
1
Updates & support
QA
Launch!
User testing
Mar
ch 2
012
Apr
il 2
012
top related