A Case Study: Ways to create better User Experience for GTbank Customers

OVERVIEW

Our roles
UX Researcher
UI Designer

Client:
GTBANK

Duration
UX 3days
UI 3days

TOOLS

figma(design)
Whimsical(wire frame)
figjam(user flow)

Task:

Added features:
Virtual card
Customer chat

Removed feature:
Pay with QR
Make Money

Design guidelines
Hexadecimal RGB color:DE4A09,F36927,FFFFFF
Fonts: poppins
Font size:14

PROCESS TAKEN FOR THE PORTFOLIO

Challenges
Empathize: Research
Ideate: wireframe
Prototype: Before and After of existing product (GTB MOBILE APP)
It has not been tested yet

GTBANK USER RESEARCH RESULT
QUESTIONS AND RESPONSES/FEEDBACK TO THE USER RESEARCH

Are you a GTB customer?

ANSWER:
100% users says they are customer of the bank.

Do you use GT mobile banking App?

ANSWER:
95.5% of the responses says Yes they use the App.
4.5% of the responses says No they don’t.

What’s your most preferred banking process?

ANSWER:
63.6% preferred the Mobile App.
27.3% preferred online.
9.1% preferred ussd.

How frequently do you use the GTB App?

ANSWER:
Daily: 7 (31.8%)
Weekly: 3 (13.6%)
Monthly:0 (0%)
Any time I want to do transfer: 8 (36.4%)
Atleast 5days in a week: 1 (4.5%)
Frequently: 1 (4.5%)
Quite frequent: 1 (4.5%)
Often: 1 (4.5%)

On a scale of 1-10 how easy is it for you to use the App?

ANSWER:
At scale 10 the one with the highest percentage the users says is easy for them to use the app.
1 (4.5%)
2 (0%)
3 (4.5%)
4 (0%)
5 (0%)
6(4.5%)
7 (18.2%)
8 (13.6%)
9 (22.7%)
10 (31.8%)

What do you find difficult about using the App?

ANSWERS:
Onboarding process
It takes time to load page
Customer feedback
When I want to transfer to another bank account user, the process of loading the account details of the receiver takes a while unlike sending money to a GT bank user
Finding my transaction history
Transfer module
Slow login
The amount entry is not optimal. There is no easy flow to manage beneficiaries.
Navigation
Searching for receiver's bank
Transferring to an account from another bank
That I still have to log in with my old account number instead of my NUBAN

What feature will you like GTB removed in their mobile App?

ANSWER:
QR payment
Sport and gaming
Electricity bill
Transaction history
Make money
The new sequence for transferring to other banks

What feature will you like GTB improved in their mobile app?

ANSWER:
Transfer to other bank
Customer care response
Transaction history
Quick response of the app in one click
Their fonts
Airtime and data
Fingerprint icon popping out when you're about to login without clicking the fingerprint sign.
Loading of account details when sending money to another bank account user
Being able to get things sorted out on the app without having to visit any branch
The transfer module. Process is long
Yearly account statement with the total amount
The transfer page could be better
Beneficiary management
Transferring to other banks
Statement by email and quick credit

What feature would you want to add to the app if you had a chance?

ANSWER:
Virtual card
Customer chat box
Budgeting
Daily savings (thrift)
Search button
Live chat on the app
Transaction history of previous years till date
An option of showing or hiding balance
Personal fixed savings on same Account
Where I can choose a category of what I spend on after making a transaction, so I can view my account statement in categories, easy sorting and analysis
Dispute an unsuccessful transaction on the app

PAIN POINT
The financial institution GTBANK in the course of making things easier for their users through their mobile App suffers some setbacks while updating the app in which some users find it difficult to log in, transfer to other banks, view their transaction history of previous years, not able to resolve their issues direct on the app and have to waste time calling customer care or have to walk into a bank

CHALLENGES
The challenges my team and I now facing is to redesign the GTB app

POSSIBLE SOLUTION