Educating users about a new banking feature
IN-PERSON UX TESTING
Conducted multiple user tests in-person and online to validate feature designs
INCREASED ENGAGEMENT
Increased engagement for e-Transfers 48%; increased completion rates from 90% to 94%
SHARED OUT WITH LATERAL PARTNERS
Shared out the work continuously in an agile scrum team as well to greater Design System
The problem with autodeposit
Our first deliverable within the freshly stoodup Digital Acceleration team was to introduce Interac’s Autodeposit feature to BMO.
PLAYING CATCHUP
This feature wasn’t something that we innovated on. It was mandatory that we launch it as BMO was the only bank left of the big 5 to launch the feature. Autodeposit allows users to receive e-Transfers automatically, without having to enter in security questions every time.
WHAT’S e-TRANSFERS? WHAT’S AUTODEPOSIT?
A lot of our customers were still new to the concept of e-Transfers, let alone a new feature within e-Transfers to receive money automatically. Unless they were a high-frequency e-Transfer user, our customers would rarely encounter a need or use case for this feature.
Starting with business
WORKING ALONGSIDE AGILE & BUSINESS
Along with business and our agile scrum team, we set out a short and long term road map, aligned our goals to a vision statement and designed towards it.
Changing mental models
MAKE RECEIVING MONEY A TEACHING MOMENT
Even users who don’t normally SEND money, will still receive money. So why not make receiving money a teaching moment. Show them what they’re missing by letting them know what their CONTACT has. Along with market research, and with INTERAC capabilities, it was a feature that was proven to work.
validating UX
Though only a VD at the time, I worked with my UX designer to help validate this idea along with other microenhancements to our entire e-Transfer flow.
Making design visible
After testing, I turned the wireframes into high-fidelity designs. The most important part of FINISHING the autodeposit flow was to check their email to verify their email. It was vital that the illustration conveyed that information .
The results
Clients were extremely satisfied with the delivery in terms of work and scale. They understood how design was able to bring about a cohesive feel to their individual properties and realize they didn’t need to pay for more assets when they could leverage what they had.
Since the launch of Autodeposit and microenhancements on existing flows, there was an increase of:
