MoBank
2019
A banking app that helps to track all bank accounts from a single place
We wanted to create a banking app that gives people complete visibility and control of all their bank accounts while giving them a secure and trusted way to make digital payments every day.
Skills
Research
UX & UI
Prototyping
Industry
Financial Services
Scope of work and timeline
The project involved understanding digital banking in India and creating a concept for bank account management and digital wallet product
Discovery
Research Analysis
User Experience
User Interface
Discovery
While creating MoBank we wanted to learn about the market, users, their challenges and needs. For this, we did primary and secondary research to get quantitative and qualitative data points
Market study
27
Public Banks
(~1,550 US$Bn)
21
Private Banks
(~667 US$Bn)
49
Foreign Banks
(~134 US$Bn)
56
Rural Banks
(-US$Bn)
In 2015, Indian Prime Minister Narendra Modi launched the Digital India campaign. A large part of the campaign focussed on shifting from a cash economy to digital payments
Impact: 3.3 million bank accounts opened between 2014 and 2018. Meanwhile, the lack of digital infrastructure caused a lot of pressure on online banking services.
Internet & Mobile Banking
Aadhar Enabled Payment
Micro
ATM’s
Debit & Credit Cards
Unified Payments Interface (UPI)
M-wallet Transactions in millions
Discovering challenges
Poor experience
Many public banks do not have excellent online banking experience and limited mobile banking options.
Apps are loaded with tons of functions and are complex to use.
Tracking everyday transactions is not comfortable with banking apps.
Lack of trust
Inability to trust online systems due to the increasing number of frauds.
Banks are unable to provide required assistance during a fraud situation.
Not sure what to do if a fraud transaction happens.
Multiple banking channels
Managing multiple accounts through different apps and websites is a hassle.
Tracking transactions in different accounts is not seamless.
Remembering passwords of all accounts is complicated.
Understanding trends
01
Poor experience
Mobile platform adoption rates in India are much higher than in other parts of the world; hence digital wallets are increasingly replacing cash for purchases and payments.
They give consumers a fast, secure, low-cost method to use, store and send money over the Internet.
02
24*7*365 availability
Moving from traditional banking with fixed banking hours that do not work for many customers, banks have started to realise the need for providing flexibility and enabling ease of communication with their customers.
Banks are increasingly moving towards providing support to their customers through virtual platforms like chatbots.
03
Design for millennials
Millennials (now 23-38 years old) are the largest generation in the workforce. Being a digitally savvy generation and having better spending capacity, banks should look for new ways to serve younger customer’s needs.
Helping millennials finance their goals will build customer loyalty, and yield increased revenue.
04
Context-based automations
Accenture found that almost half of consumers are not only demanding personalised advice, but they expect it at their fingertips; to come to them automatically, at the right time.
It will require the integration of massive amounts of situational data and the ability to tie it to operational data.
05
Building new trust routes
As per the report by Accenture, data security along with responsive customer service and brand integrity are essential for building trust.
With coming on AI technology for cyber-security, the trust of customers can be extended in digital banking.
06
Blockchain technology
First becoming popular with Bitcoin, different banks are preparing to use blockchain technology for various applications like faster cross-border payments, process digitisation, automated contractual agreements,
loyalty management and more.
Blockchain could make the financial services industry’s infrastructure much less expensive.
Research Analysis
Analysing the primary and secondary research to create persona of the target audiences motivations, pain-points and jobs to be done.
Persona
Key takeaways
01
Building trust
Helping users to feel secure and safe while using online services to help establish trust.
04
Personalised experience
Empowering users to control the experience of the app to match his needs.
02
Creating one point of view
Enabling users to have a single point of view of all their banking operations.
05
Simplified interface
Using a simplified visual language to help users navigate seamlessly through complex features.
03
Assistive design
Assisting users at every decision point with intuitive & sensible navigation models.
06
Clear language
Avoiding financial jargons & use simplified language and enabling language localisation.
User Experience
Generating idea using brainstorming methods and consolidating ideas using an affinity map. Using Trello board for sorting ideas based on themes.
User Interface
Creating a visual language for the mobile app and converting key screens into clickable prototype.
Add and track multiple bank accounts from single app
Solving the biggest challenge of tracking multiple bank accounts from different apps, MoBank enables users to have a single point of view for all their bank accounts and track transactions for each account.
Analyse your expenses and get insights
Helping users to understand their expenses and manage their spendings better by providing visibility into each week, month and year.
Add and track multiple bank accounts from single app
Solving the biggest challenge of tracking multiple bank accounts from different apps, MoBank enables users to have a single point of view for all their bank accounts and track transactions for each account.
Outcomes
The project's outcome was a high-fidelity prototype for testing with the end-users and gathering their feedback.
The business saw the value of design to build a product differentiated based on great experience and focused on the young millennials. They also added features like mobile pay and credit card payments post the design outcome.
Learnings
The biggest learnings came from research where I understood the user's requirements and the diversity of the Indian market. It helped us to design a scalable solution and propose new features to the business.
I learnt user-testing methods and improved upon my visual design skills. I also learnt about banking and finance through this project and formed a deeper understanding of the financial psychology of our target audience.
© Shubham Khatkar 2024