I was assigned to a project team responsible for developing a new retail bank authentication software to enhance the authentication process. My role focused on designing the user flow and visual interface that branch teammates interact with when authenticating clients. Given the variety of authentication paths based on different client scenarios, it was essential to ensure the software aligned with branch teammates’ needs. To achieve this, I conducted extensive research and user testing directly with them. Additionally, I collaborated closely with our in-house developers and partner vendor [name omitted] to refine and implement the solution effectively.
While I can’t share proprietary details, this case study provides insight into my process for designing user flow and interface for a retail bank authentication software, conducting research and user testing.
Goals
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Design and test a new retail bank authentication software for branch teammates to verify clients before processing monetary transactions
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Collaborate closely with our partner vendor [name omitted] to ensure seamless integration with the bank’s proprietary software
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Facilitate branch training initiatives for the effective adoption of new software
Preliminary Research
- Conducted a comprehensive review of previous design research on retail bank authentication
- Led multiple discovery sessions with the product team to refine requirements
- Created information architecture for multiple user flows
- Facilitated discussions with external vendors to define design constraints
Prototype Design
- Designed low-fidelity wireframes with multiple flows for both clients and non-clients
- Presented and iterated on wireframes in collaboration with the retail product team
- Developed high-fidelity screens for all flows
- Linked screens to create a fully functional prototype for upcoming usability testing
- Led bi-weekly design review meetings throughout the project
Usability Testing
- Planned and conducted in-person moderated usability tests at local branches with tellers and personal bankers
- Collected data and compiled a research summary with key insights and recommendations
- Presented findings to the Retail team for evaluation
- Refined designs based on usability test results
Dev-ready Designs
- Delivered revised high-fidelity screen designs to the Retail Systems team
- Provided six training prototypes to the retail training team for in-branch training
- Assisted developers by addressing questions during the implementation phase
- Designed a unified solution seamlessly integrating with multiple systems, ensuring consistent reporting to the Fraud team
- Fraudulent transactions can now be tracked back to the client’s authentication method, enhancing security and oversight
- Equipped branch teammates with additional training and tools to proactively prevent fraudulent transactions