Ceepass Digital Banking
Platform Redesign

Given the time limit of the project, I followed the double diamond design process and accelerated through phases including understanding the problem, diverging on the solution, decision-making, prototyping /testing, and delivering the result.

Instead of straightly dived into the user research, I first looked into the fintech market, trying to find inspirations and gaps among existing problems and solutions of online digital banking products.

With people nowadays are moving to digital channels faster and using the internet for daily use more frequently than yesterday, digital banking platforms now are in place for the majority of banks. Most banking or financial products are already functionally mature, and they are also pretty similar in terms of the service they are providing to their users.

I had a few short one-on-one interviews with my friend and a friend of my friend who works in the bank, asking them pretty the same open-ended questions to find out how they felt about certain features and their financial behavior.

Based on the result of my user research, I got these key findings:
• 58% Millennials, 23% Gen Zs
• 43% use online banking to check balance most often
• 77% use online banking for loans68% dissatisfied with UI and workflow
• 33% mentioned concerns in saving.

Like what the double diamond principle suggests, after going wide, I went narrow and reached to synthesis phase. Then I was able to organize all of those unstructured research findings into structured themes and insights.

The refined pain-points can be summarized into four categories:
• Personalized experience. Some of the top retailers like Amazon, Netflix, are using customer behavior data and predictive analytics to create a personalized customer experience. So it’s the industry trend to use data analysis coupled with machine learning and artificial intelligence to offer a better user experience.
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• Straightforward information. According to the survey result, the majority of users are using online banking to check balances or keep track of their card usage, so it is very important for online banking to provide information obviously, and also visually present boring data in an interactive attention-grabbing manner.
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• Clearly and intuitively designed UI. A lot of banks face the problem of lack of usability, and the solutions they offer are mostly outdated and user-unfriendly, which had been mentioned a lot in the response of the online survey.
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•Effortless financial management. Young generations have been used to living in a high-speed environment, so they are more inclined to the user experience of certain digital products that are simpler and easier, especially due to the lack of financial knowledge among the majority of them, the effortless management to banking is very necessary.

At this point, based on all the information I got and synthesized, I was able to redefine the original problem into

A good dashboard for its user is like a room, it should be informative but also clean, organized, and predictable. You see all the essentials right away and you intuitively know where to find the rest.

What’s next
• Usability testing.
‍Due to the time constraints, I wasn’t able to conduct structured usability testing with real users, regardless that I did casually show some of the screens and recording of the flow to some friends to hear their thoughts about them. If I had more time, I’d like to develop a more functional prototype with features I came up initially, and push the change to part of the users for A/B testing if possible.
•  Refine the visual design.
‍The company requested to focus on the workflow, not the color, so I didn’t pay much attention to the visual design. With more time, I would like to think about a better style guide and validate with users.Technical exploration. The key feature of the workflow I designed here implements machine learning, which is wild used in the finical products. If this project continued, I would like to work with engineers to see how this kind of algorithm can help users do better in their financial management.

What’s next
This design challenge was an excellent learning opportunity. Although there is still a lot of space to be improved in my design, and I believe there is no single perfect answer for a design challenge, what is important is that I gained valuable experience of applying the solution-based design approach to help users solve real cases.