Bank of America
Corporate & private in one place. Mobile app UX/UI
Purpose
Provide an analysis of a bank's mobile application based on user experience. Emphasize usability, ease of use, and availability of sought-after features. Develop a potential solution for typical user tasks: Making a card-to-card transaction, checking the balance, obtaining the card number, and switching between personal and corporate profiles.
Background
Bank of America is one of the largest banks in the USA. It has a large team of developers and designers working on its interface. Despite this, I found some possible improvements in the interface of the main page and the main account pages based on the feedback from several users I interviewed. Also, I understand that certain design decisions in the application were made not only with usability and user experience in mind but also with specific business objectives. At first glance, suboptimal or inconvenient display may be justified by certain business processes or goals.
I believe that the result of good interface work is an accurate and possibly elegant solution to a business problem. It should not confuse the user or appear complex or illogical to them.
Provide an analysis of a bank's mobile application based on user experience. Emphasize usability, ease of use, and availability of sought-after features. Develop a potential solution for typical user tasks: Making a card-to-card transaction, checking the balance, obtaining the card number, and switching between personal and corporate profiles.
Background
Bank of America is one of the largest banks in the USA. It has a large team of developers and designers working on its interface. Despite this, I found some possible improvements in the interface of the main page and the main account pages based on the feedback from several users I interviewed. Also, I understand that certain design decisions in the application were made not only with usability and user experience in mind but also with specific business objectives. At first glance, suboptimal or inconvenient display may be justified by certain business processes or goals.
I believe that the result of good interface work is an accurate and possibly elegant solution to a business problem. It should not confuse the user or appear complex or illogical to them.
Client: USCD Case Study
Industry: FinTech
Project: UX/UI Design and Research
Role: Researcher, UX/UI designer
Industry: FinTech
Project: UX/UI Design and Research
Role: Researcher, UX/UI designer
Basic UI Prototypes
The main idea is to combine business and personal accounts into a single user profile and make the app’s navigation as convenient as possible for users’ daily needs. Based on user feedback, the most popular daily action in the application is checking balances and paying bills. All other actions are performed by users occasionally. It is within this ideology that my three identified problems, described below, are constructed. These basic prototypes were created based on the wireframes and research described below on this page.
The main screens of the existing application
Study of alternatives
Intermediate conclusion
Looking at mobile banking apps, excluding neo-bank services, one might think that usability isn't a major competitive edge. Instead, having a somewhat inconvenient mobile banking app seems to be the norm nowadays. Neo-banks, which are only represented by apps, do a much better job with their applications.
Problems & Solutions
Problem 1
The homepage's content is not relevant to users' most common tasks. There is too much content, leading to a high cognitive load.
Why this is a problem?
The homepage is one of the most critical pages of the application. It is the most visited, and displaying non-essential information risks diverting users' attention from their intended actions and hiding important or expected functionality. Additionally, adding non-targeted CTAs on this page may confuse as they increase cognitive load and the time required to accomplish the user's task.
1.1 Static Account Details
The information in this block is static for the user; it does not update daily but occupies the most readable space on the first screen. Also, according to users, the account information differs from the familiar user solutions found in many service mobile applications and social networks. Additionally, profile identifiers are inaccessible from within the internal pages of the application.
1.2 CTA Distraction
The prominent Call-to-Action (CTA) "Open a new account" appears to be the primary expected action from the user on the main page, capturing the primary attention. However, none of the surveyed users have utilized this offer in the past 6 months. By attracting attention to itself, this component distracts users from the blocks that are priorities for them.
1.3 Second Screen Overload: Inconsistent Design and Clarity Issues
The second screen of the main page is overloaded with information and advertisements. It does not appear cohesive, resembling an insertion from another web resource. It even differs at the font level. Additionally, the difference between the previous CTA on this same page regarding opening a new account is unclear.
Solution Hypothesis 1
Change the Home Page based on the most frequent user’s tasks.
Unified Card Screen: Balance, Transactions, and Payment Features with Quick Menu Access
Combine the screens to display card balance and transaction history, adding the ability to make and receive payments. Additionally, include quick access to the card's contextual menu.
Result
The hypothesis was partially confirmed. The proposed main screen worked, but users expressed concern about the method of switching between accounts and cards.
FAIL: the method of switching between cards. The dropdown is too small for finger navigation and its functionality is not obvious.
Solution:
Display all existing accounts and cards by swiping left. This solution was validated by user research.
FAIL: the method of switching between cards. The dropdown is too small for finger navigation and its functionality is not obvious.
Solution:
Display all existing accounts and cards by swiping left. This solution was validated by user research.
Problem 2
Separation of functions for displaying balances by cards and actually creating transactions from one card or another.
Why this is a problem?
Most respondents, when given the user task of making a transaction and transferring a hypothetical sum to another subscriber's card, started their journey by selecting a card on the homepage, which led them to the balance display page. However, they did not find the expected functionality there. Subsequently, users navigated to the "Pay & Transfer" section and completed the payment. The initial thought that occurred to users was which card to use for the payment. The usability logic of the application differs from the logic of the users.
User Expectations: Enhanced Card Functionality for Direct Transactions
When selecting a card, users expected functionality beyond just viewing the balance, card details, and recent transactions. They also expected to be able to make a transaction directly from the current card.
Solution Hypothesis 2
Combine the screens for displaying card balance and transaction history, adding the ability to make and receive payments. Additionally, include quick access to the card's contextual menu.
Comprehensive Card Functions: Balance, Payments, and More
- The balance of the priority card
- Pay and transfer for this card
- Transaction history
- Press to copy the card number to clipboard
- Card context menu
- Swipe translates to map information and context menu
Result
95% of users described the interface as intuitive and easy to use. Key features are ‘always at hand.’ The idea of unified login for existing accounts was positively received, as currently users have to log out to switch between accounts, and FaceID is only linked to one of the existing accounts. Additionally, the solution of combining payment processing and balance display on the same screen was noted. The swipe gesture was found to be a natural and widely accepted navigation element.
The only failure in this interface was the dropdown for switching between cards. I replaced it with a swipe gesture, and the UI prototypes were subsequently developed based on this swipe functionality. The dropdown had to be abandoned.
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