e-ledger app

An app with 3M+ downloads, 4.7 stars, aimed at Senior Citizens, for bridging old patterns into digital touch-points for a top government bank.

The Need

The app was designed to promote financial inclusion while prioritizing customer service and sustainable growth. Although the bank already offers a comprehensive mobile app for its customers, feedback from both the bank and its traditional customer base highlighted the need for a simpler, user-friendly e-ledger app. This app would enable customers to easily check their account balances, monitor daily transactions, and track expenses effectively.

Objectives

Design a mobile app :​

1. Serve as an onboarding platform for digital banking.
2. Enable customers to check their accounts.
3. Reduce footfall/phone calls to the branch.
4. Maintain a financial ledger of expenses and savings.
5. Easy login functionality rather than going for complicated procedures/passwords.
6. Enable login from multiple phones rather than restricting login to a single device.
7. Create a design in accordance with the brand logo and colors.

Scope

App for the customers of the bank.

Duration

8 weeks

Tools Used

Axure,Figma, Illustrator, Photoshop

The Process

We defined our product vision using the GLE approach, to have a clear understanding of the 'Goal', the 'Leverage' we are using to achieve that goal, and the 'Evidence' that supports the product vision.

research

User Research-Summary

We carried out user research in  a real time environment through walk in customer interviews at the branch level ,monitoring customer service calls and collecting feedback from branch staff through surveys to understand  the expectations from the app.

User Research-Pain points

• Complex Sign up/Login :
  The password setting experience was often described to be “educating” to the point of frustration: “you should use at least eight characters, one capital letter, digit and special symbol at the very least, and the special symbol should not be at either end”.
• Complex Password Recovery
• Installation in multiple devices :
  Users often expressed the desire to access the transaction details from other mobile phones, probably belonging to a trusted partner or so.
• ​Need for a Simplified Interface.
• No provision to Tracking expenditures. 
• Load Time : Load time of existing solutions was >10 secs, mainly due to multiple ads displayed in the login screen.
• Increased Overhead at Branch Level.

test

We also conducted A/B tests to identify more effective login options for clients.
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1. Short Alphanumeric login pwd Vs
2. login using MPin
3. Fingerprint login
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We did feature usability tests to identify effectiveness of micro elements in a particular user flow.​These were the P-0 issues that came up which had to be resolved immediately:
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1. No screen that shows an automatic sign off if the app remains inactive for more than 60 secs.
2. The M-pin screen does not clearly mention the number of digits of the M-pin.
3.There was no option to address the user FAQ's while login. This greatly reduces the usability of the app.
4. Including a personalized welcome message for the customer during login instead of displaying just the customer-id which might come across as being cold and unfriendly.​​

accessibility check

• Appropriate error messages while logging in, minimizing no: of tries.
• Modified color palette to promote proper color contrast.
• Ensuring proper space for touch targets , min 48px*48px.
• Minimizing cognitive load by simplifying navigation
• Ensuring responsiveness while zooming in.

The Impact

After the app was introduced and customers were onboarded onto it, it was reported through surveys and feedbacks at the branch level that

• The number of phone calls to the branches by customers(25%) just asking for the balance has reduced.
• There was a reduction (20%) in the number of walk-in-customers.

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