Fifth Third Bank
Fifth Third Bank
Fifth Third Bank
Transfer & Pay - Mobile banking modernization
Transfer & Pay - Mobile banking modernization
Transfer & Pay - Mobile banking modernization
Primary role
Primary role
UX Designer
UX Designer
Year
Year
2020
2020
Main tools used
Main tools used
Sketch, Figma, UserZoom, Mural
Sketch, Figma, UserZoom, Mural
95% confirmed
UX hypotheses after testing with users.
Established a POC
used as a guide for future testing and unmoderated methods.
4 developers advocated
for to speed up development and assist in delivery of updates to app.
Project goal
Modernize the mobile bank experience and test new functionality to solve difficulties in making payments and internal transfers.
Modernize the mobile bank experience and test new functionality to solve difficulties in making payments and internal transfers.
Project description
At Fifth Third Bank, I collaborated with other UX designers in the mobile banking transformation that went far beyond a simple UI refresh. My challenge was to completely enhance how our "Move Money" functionality worked while simultaneously establishing new design system foundations that would scale across the entire mobile platform.
At Fifth Third Bank, I collaborated with other UX designers in the mobile banking transformation that went far beyond a simple UI refresh. My challenge was to completely enhance how our "Move Money" functionality worked while simultaneously establishing new design system foundations that would scale across the entire mobile platform.
Major pain points to solve
I identified several critical issues that were impacting customer trust and business efficiency:
Legacy infrastructure causing significant performance issues.
Inconsistent branding creating trust barriers with customers.
Absence of a design system leading to development inefficiencies.
Lack of user testing resulting in misaligned solutions.
Legacy Fifth Third Bank app example flow.
Legacy Fifth Third Bank app example flow.
Test, analyze and understand
With our UX Researcher, we crafted tasks for each progression via UserZoom for an unmoderated usability test. We probed for the level of complexity, any misunderstanding in each function, and encouraged open-ended responses. This yielded crucial insights that helped understand each user's mental model, indicating the necessary alterations and confirming validations in our design. We spearheaded a comprehensive research strategy:
Led partnership with Lead Product Designer and UX Research team
Analyzed historical 'Move Money' function data
Designed and executed unmoderated usability tests via UserZoom focusing on complex scenarios:
External recurring transfers
Account management
Payment series modifications
Transaction editing workflows
With our UX Researcher, we crafted tasks for each progression via UserZoom for an unmoderated usability test. We probed for the level of complexity, any misunderstanding in each function, and encouraged open-ended responses. This yielded crucial insights that helped understand each user's mental model, indicating the necessary alterations and confirming validations in our design. We spearheaded a comprehensive research strategy:
Led partnership with Lead Product Designer and UX Research team
Analyzed historical 'Move Money' function data
Designed and executed unmoderated usability tests via UserZoom focusing on complex scenarios:
External recurring transfers
Account management
Payment series modifications
Transaction editing workflows
With this testing framework, it became a proof of concept for more UX adoption in created task-based scenarios to test varying complexity levels, implemented UserZoom for video session analysis, established metrics for success/failure evaluation and built a comprehensive feedback collection system
With this testing framework, it became a proof of concept for more UX adoption in created task-based scenarios to test varying complexity levels, implemented UserZoom for video session analysis, established metrics for success/failure evaluation and built a comprehensive feedback collection system
Success/fail list for each task for all users.
Success/fail list for each task for all users.
Example of a report slide for the results of the usability testing.
Example of a report slide for the results of the usability testing.
What did we do next?
The research revealed crucial insights about user mental models, particularly around:
Recurring transaction management
Account linking/unlinking workflows
Payment series modifications
The research revealed crucial insights about user mental models, particularly around:
Recurring transaction management
Account linking/unlinking workflows
Payment series modifications
This led to a complete reimagining of the information architecture for account management, payee systems, and recurring transactions. We then continued to established a collaborative design and development process by facilitating Rose, Bud, Thorn (RBT) presentations, Product Owner alignment sessions, sprint reviews and support a team of 4 developers to accelerate delivery.
This led to a complete reimagining of the information architecture for account management, payee systems, and recurring transactions. We then continued to established a collaborative design and development process by facilitating Rose, Bud, Thorn (RBT) presentations, Product Owner alignment sessions, sprint reviews and support a team of 4 developers to accelerate delivery.
After project reflection
We have confirmed the majority of our hypotheses using these usability testing procedures, which sparked valuable suggestions on enhancing the design to align more closely with user expectations. The project's success led to the adoption of our testing methodology across other bank teams, creation of a scalable design system framework, establishment of new standards for mobile development and implementation of continuous user feedback loops.
This transformation showcases my ability to:
Lead enterprise-level digital transformation initiatives.
Build and manage cross-functional teams.
Establish scalable design and development processes.
Drive adoption of user-centered methodologies.
Create measurable business impact through design.
We have confirmed the majority of our hypotheses using these usability testing procedures, which sparked valuable suggestions on enhancing the design to align more closely with user expectations. The project's success led to the adoption of our testing methodology across other bank teams, creation of a scalable design system framework, establishment of new standards for mobile development and implementation of continuous user feedback loops.
This transformation showcases my ability to:
Lead enterprise-level digital transformation initiatives.
Build and manage cross-functional teams.
Establish scalable design and development processes.
Drive adoption of user-centered methodologies.
Create measurable business impact through design.
95% of hypotheses confirmed
after testing with users.
Established a POC
used as a guide for future testing and unmoderated methods.
4 developers advocated
for to speed up development and assist in delivery of updates to app.
A before and after example flows for the app testing and implementation of feedback.
A before and after example flows for the app testing and implementation of feedback.