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