ATB Financial
ATB needed a way for customers to manage their debit and credit cards online and through their app. With an overwhelmed customer service line, ATB needed to cut operational costs by allowing users to self serve, and have a better experience.
Key project challenges
My role
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Shift an offline solution to online that is scalable and lean
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Balance delivery time and maintain a high quality user experience
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Manage a wide range of stakeholders across the entire organisation, and satisfy their requirements
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Manage outputs from junior designers and ensure a high standard of work
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Lead this key strategic initiative from the UX team.
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Manage supporting designers.
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Coordinate with product and development teams.
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Present to key stakeholders.
01.
Reduced call volumes to the customer help centre.
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Enhanced UX, up to date with the competitor landscape.
03.
A solution that can scale to add future features.
04.
Gave users more safety and security with their money.
Project achievements
My project activities
The process
Establish a vision for card management
Multiple shaping workshops were conducted with stakeholders:
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Provide user research and evidence about the need for a new section
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Leverage the knowledge of cross functional teams to create an initial concept of how this feature would exist
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Decide on what should be designed/built ourselves, and what 3rd party tools may need to be incorporated
Through competitor research it was clear ATB was behind on card management features, and could lose customers to banks with a more advanced user experience. Stakeholders were resistant to change, so UX had to play a key role driving the initiative forwards.
Create a product roadmap
Working closely with a product manager and research manager we devised the order for which features should be designed and developed first. This was decided upon based on existing user research that showed which features the organisation was most in need of due to customer desire or operational costs.
The roadmap included how and when we needed user research throughout the process. E.g. card sorting, tree testing and user testing.
Delegate and assign work
Working with the UX Manager I devised who from the UX team should be designing each individual journey. This was broken down into iOS, Android and web versions. My role was to take on some of the tactical work and oversee the work of the other designers.
User testing showed customers didn't know what their daily card spending limits were. They were shocked to find out there is a limit on how much they could spend of their own money.
Design and test
For each feature, competitor analysis was completed and multiple rounds of design iteration before concept designs were developed into prototypes. We then collaborated with the user research team to test each of these with users. If the designs didn't match user expectations, they would be iterated on and tested again.
Designs were started as low fidelity wireframes. This allowed us to collaborate and share ideas with the product and development teams easily, before progressing.
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Technically, it was a large challenge to bring an offline process into our banking app. This created several design challenges:
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How do we allow users to quickly ascertain between cards if they held multiple?
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What if customers want to change their limits multiple times per day?
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With an older customer base, how secure will they feel shifting the responsibility to lock their own cards, in the case of losing one?
The business had a constant changing appetite for risk.
This meant delivering multiple variations and presenting them to stakeholders that allowed for these uncertain requirements. ​
Final designs had to be delivered in both iOS, Android and desktop. Always meeting high accessibility standards. Then communicated to both of the separate development teams through coordination with the product manager, solutions architect and in sprint planning. This required bringing in the right people at the right time, and managing stakeholders.
Work with developers to exact the final product
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UX review the work completed by development, to ensure it matches the designs.
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Work with insights team to set up analytics in Qualtrics.
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Create a rollout plan with the strategy team from closed BETA > BETA > Launch.
Outcome
​The new digital card management experience gave ATB customers full control over their debit and credit cards—anytime, anywhere. By shifting key tasks online, we improved customer satisfaction, reduced pressure on service teams, and helped ATB deliver a more efficient, cost-effective banking experience.