indusind bank – my account my number

IndusInd Bank – My Account My Number

https://myaccount.indusind.com/


Project Description• IndusInd Bank comes with a first-of-its-kind offering that allows you to open a Savings

account online, with the freedom of personalizing your account number and debit card.

• This involves an online form completion process, wherein the user has to provide basic details, customize the account number and debit card, customize his account, choose the branch, upload the document and fund the account.

Context: IndusInd Bank wants to build a unique brand proposition by not only allowing the user to open the account online, but also personalize it.

Core Steps in the Online Application Process

LoginCustomize –

Account number & debit card

Customize account type Choose Branch Upload

documents Account funding

Personas – Target Audience AnkitMale20 YearsCollege Student

Aspirations• Higher Education• Good career• Vacations abroad• Own a car and a house

• Wants to open a saving accounts • Education loan for higher

studies• Regular bank deposits &

withdrawals• Doesn't like visiting the physical

branch

Banking needs

RashmiFemale34 YearsHousewife

Aspirations• Child’s education• Husband’s promotion• Vacations abroad• Own a big car and a house• Savings for old age

• Is looking to open a new account which is easy to remember

• Enquiry for student loan for her son

• Regular savings account• Bank deposits & withdrawals• Does not have time to visit the

branch

Banking needs

DeepikaFemale28 YearsHR Manager

Aspirations• Getting a higher designation• Purchase a car• Build a house

• Personal banking• Currently looking to open a savings

account with minimum fuss • Travel and Health Insurance• Car and Home loans• Corporate business transactions

Banking needs

VivekMale42 YearsBusinessman

Aspirations• Children’s education and family• Expand the business• Explore new business

opportunities • Build a house, protection of

family• Planning retirement

Banking needs

• Personal banking• Doesn’t have time to visit the

branch • Investments in business• Travel and Health Insurance• Corporate business transactions

Summative Usability Test

To evaluate a product through defined measures such as task completion, time on task, error rates, and user satisfaction

PrototypeHigh fidelity prototype

WireframesCreating detailed wireframes for different user journeys

Information ArchitectureDefining task and grouping of information based on the user profile identified

Defining User JourneysIdentifying target audience and creating personas

Requirement GatheringUnderstanding business objectives from various stakeholders

UX Process

• Summative UT – Objectives– Evaluate the navigation, task flow, interaction, content, presentation

and page-level design of the site – Identify current issues and evaluate opportunities to improve the user

experience– Identify issues for further examination during UT

UX Process – Validating our designs

Summative Usability Test

Prototype

Wireframes

Information Architecture

Defining User Journeys

Requirement Gathering

To evaluate a product through defined measures such as task completion, time on task, error rates, and user satisfaction

• UT Methodology

User Personas

User Split

Business Scenarios

Recruiting Users

Conducting Test

Analysis

Report

• 16 users • 90 minutes test session • Test end-to-end flow

• Selecting the account number of your choice• Process of personalizing your debit card• Process with reference no. and OTP• Selecting the account and debit card type• Confirming address and ID proof• Opening an account online versus visiting the branch

• Qualitative Interview• Post Test Discussion and Ratings

UX Process – Summative Usability Testing

2 Student

1 Housewife

6 Professional

6 Entrepreneur

• UT Methodology – Usability Lab


• Equipment (As Required)• PC, Camera, Microphones

• Recoding user behavior• Sessions were recorder using Morae recorder• How user interact with the website• Users were asked to ‘Think out Loud’

• Observation & Control Rooms• Observers were taking live notes using Morae

observer• Screen sharing for remote observers

• Analyze the findings• Findings were analyzed and documented using

Morae manager

• Report – Task Based Performance Ratings


Total average of 16 participants on a scale of 1-4

(1 being the lowest and 4 being the highest) 3.68

Overall Rating

• Report – Overall Experience


Opening an account online versus visiting the branch

3.93

Overall navigation and ease of use for opening the account online process

3.87

1 Not Easy at All

4 Very Easy

• Never before seen concept• Overall extremely impressed and also very easy to do something like this online.• Very easy to navigate and easy to remember

• Key Features

Innovative User Experience

User can choose the account number of their choice

User can personalize the debit card the way they want

Can upload the documents online User can also fund their account online by paying

Project Metrics

Post launch, from April 27, 2014 – June 03, 2014

1344 Users

207Accounts

Visited the site Have been successfully opened

account online

Source: Google Analytics

Sample Wireframes

Choose account number





Sample Wireframes


Personalizing debit card




Why we deserve the UXie? • Hear it from them

Rakesh(Entrepreneur )

• Even though the process is a bit lengthy but actually its explains everything and feels safe• Overall concept is very interesting and innovative• Personalizing the card option is very good• Returning next time concept is also good, it saves at every step

• Would prefer to open the account online• Very easy process• Best part is avoid queues and hassle to go to the branch• Not too many screens to go through

Mehek(Professional)

• With personalization of card one feels empowered and connects with their daily life• Very unique• It should not be difficult for anyone• Uploading documents online is preferred as well as paying online

Anamika(Entrepreneur )

indusind bank – my account my number

Documents