The bank had a very clear brief with an information flow and structure already in place, and in line with their legal compliance. The project was completed in collaboration with their customer experience team.
Three easy steps
It would be a one-time information gathering that set the tone of the bank’s interaction with the users. The app required precise communication and had to be easy-to-understand at every step.
After wireframing the entire flow, we created two prototypes. One with three steps, and the other with more steps but less questions per screen. Our assumption being people would be more comfortable with the latter. However, the users grew impatient with the increased number of steps
To prevent drop-offs, we ensured the users knew exactly where in the process they were by giving clear indication at every stage.
The majority of the data input from the user happens at this stage. We had initially considered splitting this into sub steps but after testing, decided to just create sub sections on the screen
The new thing
The next step involved tasks that were mostly new to our users. This was the place for extremely unambiguous instruction, both visually and textually. We realised this in one of the user testing sessions, someone decided to take a selfie with their ID
not in our hands
The last step involves the user to login to the government CPF portal for verification of records. For security reasons, we could only embed the CPF interface into our flow and not customise it all. All we could do was to make the users feel confident in sharing their personal information
A timeline to set the right expectations for the future bank customer seemed like an obvious way to end this interaction.