Case Study: Zenith Bank Live chart & Finger print design
INTRODUCTION: Zenith Bank as of today is a large financial service provider in Nigeria. It is one of the commercial banks licensed by the Central Bank of Nigeria with a national operating license that offers retail banking, corporate banking, online /internet banking, and investment banking. As of 31 December 2019, it holds $16.1bn in total assets, with shareholders' equity of $854 million.
ROLE: Z Product Designer 2
COMPANY: Zenith
YEAR: 13 Jan 2023
PROBLEM STATEMENT: Payment confirmation is not meeting up to today's technology trend, users need an improve live chart customer page.
SOLUTION: Easier method of payment confirmation (fingerprint), better & improved live chart customer page for an outstanding user experience.
HOW WE ACHIEVE THIS: Firstly, we conducted user research, gather and define our finds, and pain point problems, sketch out a design (low fidelity) solution and create a high-fidelity (prototype, and lastly, we conducted Alpha testing.
The Design Process:
Research
Defining the problem
Ideating the solution
Prototype
Alpha testing
RESEARCH: We needed to know what the user feel, how they react and possibly the extent to which they use the app.
- Our first approach was to visit Twitter, using an audit research technique, we got to know what the user was saying, which ranges from:
a. Failed transaction
b. Network issues
c. Poor UI design on their mobile app
d. Poor live chart page
- Secondly: We decided to go with the qualitative and quantitative research techniques in getting across to some users, and getting accurate customer feedback, we created a well-planned survey and we distributed this survey on various WhatsApp groups, on our status and also giving it physical to our friends.
Using the audit, qualitative and quantitative techniques, we were able to achieve 10 user's who filled out the survey and the following pain point issue:
a.50% had network issues.
b.30% had been Issued by pasting the account number while transferring money.
c.50% had issues with getting in touch with customer care or fast access to response.
d.50% wanted a fast means of sending out money and requested a fingerprint while transferring money.
DEFINING THE PROBLEM:
PAIN POINT 1: Payment confirmation is not meeting up to today's technology trend
Users complained about how their mobile app does not meet up with today's current trends and new phone features like fingerprint payment confirmation.
PAIN POINT 2: Ugly and uninteractive live chart customer page.
Users complained bitterly about how the zenith bank app has not been updated for years and how the user interface is very ugly.
IDEATE: With zenith bank customers in mind, we decided to think and question how we can provide solutions to their problems, we decided to add some of the pain point features mentioned by the users and remove one feature also.
Which is include:
- A working live chat for easy accessibility to a customer agent while in the app to ease the user's stress.
2. Fingerprint while transferring money.
3. Forex calculator was removed as the user requested.
SKETCHED SOLUTION: After brainstorming, we decided to sketch some ideas on paper for a proposed solution to the above mention pain point problems, using a low-fidelity prototype, we were able to position the framework of the design.
Prototype
HIGH FIDELITY: This design was created with Figma, Firstly features like Forex payment were removed from the app to accommodate the pressing ones. We made the live chat page option easily accessible to customers for easy recognition and also fingerprinting too while transferring
LIVE CHART HIGH FIDELITY
FINGERPRINT HIGH FIDELITY
Alpha testing
We tested the new features within ourselves, and we are such that these new features will meet the user's needs.