Bank products

2018 – 2021

About

I have worked for two large Eastern European banks. I also did a case study on product design for Raiffeisen Bank at the The British Higher School of Art and Design in Moscow. I combined 3 years of experience into one banking section

Medium and small business segment
iOS, Android, Web

As a Stream Design Lead I launched products

Business Cards
Loyalty Card
Cash Services
Payments and Transfers
Special Accounts

It was necessary to form a convenient and understandable product for current and new customers, to stimulate the daily use of products

Design team

The products were organised into three groups

I canducted technical interviews to hire 2 more designers. When the guys came out, I had already tested the design process for the card product and it was skillet for the rest of the products.
I also established communication with the teams mobile design system and web.

Stages for each product team

User interviews
Vision Building
CJM 'As is'
Workshops with related streams and stakeholders
CJM 'To be'
USM
Blueprint
Warframes + testing
Prototyping
Development support

Design process

Qualitative research

of the target audience on the subject of what pains, fears, and expectations they have in using business cards

Personas

The personas are based on

marketing research
interviews
metrics

The personas helped to define the criteria for the future product to differentiate it from competitors for the target audience. The next step is to use the personas in a workshop with stakeholders of related products of the bank

Workshop

with stakeholders and teams of the related products. This helped me get fresh ideas from colleagues on how to add value to the product for the customer quickly and cheaply through internal integrations. We identified the areas in which the persona was interested and identified future cross-selling partners.

Mockups

The results of the qualitative study revealed the problem. The difference between business cards and cards for individuals is not obvious to users. To not mislead the user that the card has a balance, I abandoned the usual location of the balance on the card pages. Instead, the main place is reserved for limits and their progress in the current period.

Prototype testing

We discovered that users need to order cards for a large group of employees. We added a function to the Backlog by which the user will upload an Excel file with employee data to facilitate the mass ordering of cards. Also, this pattern was laid down for card management - when the user needs to set limits on several cards at once.

Design handoff

Clickable prototypes for key flows and complex interactions. It is the shared language of the team.
Detailed documentation in Confluence
Scheduled sync meetings of designers and frontenders twice a week.
Design review and task creation in Jira.
'Frontend' channel in Slack.

Results

Online card orders reached the plan for 5 months and began to exceed the plan by 11% from the 6th month.
The average number of business cards per company is 1.5 higher for users who have issued them online, compared to offline offices.
Additional orders of cards for customers' employees increased by 19% after adding the limit management function in the bank app.

Next steps

Integration with other bank products for cross-sales.
Research of premium customers.
Workshop on modelling premium cards for businesses.

Leasing for businesses

Case Study at the The British Higher School of Art and Design in Moscow

The Leasing team shared the problems

Leasing product does not correspond to the corporate style.
There are no mentions of the product, it is difficult to promote the service.

Key findings from the research

Medium and small businessmen does not understand the advantages of leasing over a loan to an individual loan.

Fast solution

Promo page
Lisa bot is what the bank integrates as a banking assistant into partner sites and aggregators. With Lisa, the client gets the loan calculation leasing price of a car without going to a bank site.

Link: Video of the presentation in Rus

Reviews

"Honestly, I was peeping at guys in a chat and I know about Lisa since morning. Our work in the office has stopped today. Everyone discussed Lisa, anybody wasn't indifferent" Alexei Bondarev — Head of Business Unit in Raiffeisen Bank

"Lisa is a bomb, a breakthrough that can change banking industry. I will tell Ak Bars Bank about it" Yaroslav Shuvaev — Head of Business Unit in Raiffeisen Bank

Bank Design System

IOS, Android, Web platforms

Challenges

New designers don't understand which components to use and they are drawing new ones
Developers create new similar elements. There are million similar colours and buttons in their library
Testers spend more time on testing custom elements
Users use not a consistent application and learn how to use it on another platforms

Achievements

I have created a list of digital bank principles. It has helped designers build on a common philosophy when they look for a solution for bank products
I have 'reconciled' IOS and Android by structure and components. In that case a husband with an Android phone could reproduce usual action on his wife's IOS phone
I have created a single library, where designers take the components from for their tasks
Developers duplicated this library in code and 'killed' hundreds of component doubles

Follow the prototype link and try to complete the task:
You have a digital card. You want to get a plastic card

Prohibit offline purchases and increase cash withdrawal limit

Follow the prototype link and try to complete the task:
You couldn't withdraw money from your card. You log into a mobile
bank to prohibit the use of a card to pay for offline purchases
and increase the limit for cash withdrawals by 100 thousand