The Challenge
Empower users to do everything from checking balances to sending money to paying bills, all from their smartphone or tablet.
Online Banking UI/UX Progressive Web Application (PWA)
Goals
Libro Credit Union, a long-time client, turned to ROSSUL to:
- Upgrade the mobile user experience
- Add new features
- Make payment functionalities more intuitive
- Create personalized experiences
- Achieve AA accessibility
User Workflows Research & Analysis
To fully understand how the product fits within Libro’s offerings and client expectations for the new version of the online banking app, we spent a significant amount of time with Libro stakeholders. We did a deep dive into Libro’s plans for future product development, market competition, and what metrics would be used to measure product success.
To vastly improve workflows and ease of task completion, Rossul analyzed all aspects of how the current banking app could be problematic to the users. We carefully studied user behaviours and business goals, identifying the most critical tasks for various user types and the expected improvements in the new product version.
Personalized User Experiences
Personal banking is one of Libro’s main advantages. We developed the idea to make the UI responsive to user life events so as to make the online banking experience even more personal. The system uses a variety of ways to congratulate users on their life events, such as birthdays and anniversaries, and display season greetings and statutory holidays. Down the road, users will be able to upload custom images or use pre-defined image libraries to craft even more personalized UI themes.
Clean Task-Focused Design
The new task-focused layout is shaped around common user tasks and offers a simplified yet productive UI and upgraded UX. We removed non-essential features to create a clean, simple, easy-to-use UI. With consistent and efficient ways to manage funds and stay on top of future and repeated transactions, we made it easy to focus on the most relevant aspects of the currently active task — the key to achieving user acceptance.
Easy Onboarding
A key goal for this project was to ensure that new and returning users would have a virtually non-existent learning curve and be able to use the app immediately. By tapping into and critically analyzing user mental models and expectations, as well as the familiarity users have with banking apps, we were able to deliver the desired result.
Helping Users Achieve Their Financial Goals
Goal cards help make a financial difference in users’ lives. Primarily aimed at a younger, less experienced demographic, goal cards can help pay back loans, save for the holidays, and achieve other financial goals Libro’s younger clients may have. The goal card can also initiate a connection with a personal financial coach if needed.
Improved Accessibility
To make the content accessible, the app needed to conform to WCGA 2.0 Level AA Standards. Improving accessibility ensures that the website is usable and understandable for most people, with or without disabilities.
Testimonial
As Ontario's second-largest credit union, Libro supports the well-being of people, businesses and communities by providing high-quality financial services. The Canadian financial service industry is a highly competitive market in which Libro distinguishes itself by providing a world-class service level and a unique connectedness to its communities. As the world goes digital, the challenge for Libro was how to best differentiate itself by providing a unique online approach without compromising its high-quality services. Libro approached Rossul due to the company's ability to create unique interface designs and usability consulting. Rossul helped bring Libro's vision to life, ensuring strong results through user testing and helped build a roadmap for future installations. Rossul's creative approach to design and knowledge of how users truly use the web has helped set Libro apart within the Canadian financial industry.
Michael Ketelaars Digital Banking Manager Libro Credit Union