Building Senior's Confidence with Mobile Banking
A Proposal to enable Senior's Mobile Banking

"... only 18 percent of seniors currently opt to use mobile banking services, versus a reported 67 percent of millennials ..."    Perry Price - 'How to Make the Mobile Banking Push More Senior-friendly'

Design Objective

To use the design thinking framework to help find new & innovative solutions to complex industry problems (e.g. in banking).

Within the last 5 years, design thinking has become more and more prevalent among top organizations (e.g. IBM, Stanford Hospital, Airbnb) to help them re-imagine problems from the end user’s perspective and to help them innovate.

My Role & Contributions

There was no lack of enthusiasm and participation within my team. While I contributed to all aspects of this project here are the particulars.

User Experience Designer & Researcher – Conducted interviews, gathered secondary research materials and data analysis and planning. Contributions to lo and hi fidelity prototypes.

User Experience Visualization & Writer – Contributed to task flows and storyboard scenarios.

Slide Presentation – Major contributor to research and final presentations using canva online collaborative tool.

DESIGN THINKNG

Empathize - User Interviews

Along with secondary research we conducted two semi-structured interviews to get a better understanding of seniors thoughts and experiences with mobile banking.

Our Main Insights

  • Distrusting of Online Mobile Banking

    “There’s this security factor that they can have too much information on you, how secure that information is? Where does that information go? Who has access to it?” - Participant #2

  • Online Banking Being too Impersonal

    “Many older people are hesitant to do any online stuff because they don’t have somebody they can trust… it’s too impersonal.” - Participant #2

Glenn our Sr mobile banker

Problem Statement

With those insights in mind we created our problem statement and asked ourselves:

"How might we create a digital experience that makes Glenn feel confident so he can easily and securely do banking on his phone safely?"

Design Solutions

Storyboard - Glenn the Mobile Banker

Glenn who you briefly met just before was a persona we created after interviewing a number of seniors. He enjoys visiting banks to do his business, face-to-face with a trusted teller, distrusts managing his money online and loves to keep printed account balances.

Glenn the Mobile Banker

Scenario - Safety of Online Banking

Glenn Tries Mobile

Glenn logs on to his desktop computer to look at his monthly statement. He notices a new notification at the top of the webpage, a large blue element entitled “Safety of Online Banking” this has been an interest of his for sometime … he clicks it.

Safety of Online Banking Button

He is brought to a video demonstration with a man he thinks to himself, “this guy reminds me of my manager at the bank.” He clicks the intriguing video which promises a demonstration of how to get started!

Glenn tries online banking Part 1
Glenn tries online banking Part 2

In our original storyboards we initially sketched this idea of the desktop demonstration video with a goal to highlight online safety measures and eventually encouraging the user to mobile banking.

Security important factor in Seniors mobile banking

  • Our initial mobile sketches wanted to visually reaffirm security measures – as highlighted by the familiar shield icon
  • We have a Call To Action button highlighting an easy to read article Glen would encounter when first using their mobile banking app
Information Security Interface

User Flows – Desktop

Below is the bank desktop flow for mobile banking security and onboarding.

Desktop User Flow

Desktop User Flow

Login Page

Ok, let's dig into this some more.

Glenn's already familiar with desktop banking so that will be his entry point into Mobile Banking.

Now, Glenn's usual banking routine is to get on his desktop going to his Bank website login. It is here that he's presented with our 1st mobile banking CTA.

Login Page

Login Page

Customer Bank Accounts Page

Once logged-in there will be in the banner an ask about whether they are interested in mobile banking & its security features.

Customer Bank Accounts Page

Customer Bank Accounts Page

Welcome Page

Continuing with our scenario Glenn has clicked on the CTA and a video pops-up with a recorded welcome to mobile banking. This provides a personal touch.

Welcome Page

Welcome Page

Security Measures

Now the next part of the video gives Glenn info on the mobile bank security measures in plain english.

Security Measures

Security Measures

Mobile Banking Initiation

Now with Glenn more comfortable with the security he has the option to choose if he wants to start mobile banking.

Mobile Banking Initiation

Mobile Banking Initiation

Desktop-to-Mobile Transition

When Glenn chooses to begin mobile banking he can start the onboarding module.

Desktop-to-Mobile Transition

Desktop-to-Mobile Transition

User Flows - mobile

After the desktop demo our hope is for the user to feel more confident about mobile banking security and take out their mobile device to follow the mobile banking onboarding process.

Mobile User Flow

Here's how we invision Glenn's process:

  1. Moving onto Glen’s mobile device, he should receive a Push Notification containing a link to download the App

  2. He can also access their email or text messaging app to get to the App store page.

  3. After having downloaded the App, the App opens up and Glen would have to verify his account by entering a 6-digit code (which would appear on their desktop screen)

  4. A correct code would lead Glen to an Onboarding Tutorial that points out the security features of the app, and walks him through its main functions.

  5. The last part would be a confirmation screen that lets Glen know he has successfully installed the app. This is the end of the web-to-mobile migration onboarding process. At this point he would be on the Apps’ main page where they can further explore the app.

Mobile User Flow

Mobile User Flow

Future of Mobile Banking

Where Does this Leave Us?

  • Make security measures of online/digital banking apparent to new/reluctant senior users
  • Thorough assistance and autonomy in the mobile banking downloading and onboarding
  • Continue to emphasize understanding and empathy during this transition of traditional banking behaviour to digital environments

This solution offers Glenn information from a human-being that gives Glenn a sense of security, confidence, and a personal touch.

Hopefully, Grandma will be sending us an e-transfer instead of a cheque for the holidays next year.                                                                                                                       

NOTE: Building Senior's Confidence with Mobile Banking Slide Deck Presentation available here >>

© Jeff Lu - PROBLEM FINDING PRODUCTIONS 2021

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