Background

Chase Mobile is a consumer-facing banking app for Chase customers that aims to keep up with the times in removing the rigidity out of banking. Through a friendlier, cleaner, and frictionless experience, the app caters to its customers' needs from sending and requesting money; depositing checks, paying bills; and investments among other things. This case study purely focuses on the re-design of the Zelle feature within the Chase mobile app for both iOS and Android.             

My Role & Project Timeline

I led the overall UI and UX of the end-to-end redesign of the Zelle feature, with the support of my design partner. We also worked very closely with our UX researcher, our content editor, our developers, our ADA specialist, and our product owners. We had aproximately 3 months to work on this entire project. The "Send Money" flow, which is what this case study is about, was done in 1 month.                                          

The Why

Problem Statement
Approximately 28 million Chase users are enrolled in Zelle. 90% of them actively use Zelle through the Chase mobile app. My team and I noticed significant drop-off rates within the Zelle experience whenever customers attempted to send money. Further Voice-of-Customer data and research revealed that lag time, information overload, and the time it took to complete a transaction compared to other P2P apps contributed to drop-off rates.

Hypothesis
A visual refresh that takes into account intuitive navigation, speed, and surprise and delight elements will provide a more seamless and engaging experience for users.

Business Opportunities
Security and the no-fee policy are elements that existing users already prefer over other P2P apps, when it comes to the Chase mobile app. Improving overall ease of use through the visual refresh will increase usage of the Zelle feature among existing and new Chase users. Additionally, satisfied existing and new users alike are more likely to recommend Zelle to their friends and family who also have Chase, but aren’t enrolled in Zelle.                                                                                                                                                                                                          

The Journey

My team and I started out by gathering data on the existing design such as completion rates, drop-off rates, as well as voice of customer data. Business or product parterners, developers, ADA specialit(accessibility), content editors, project manager, and designers, were all involved from beginning to end during our workshops. We did a complete audit of the end-to-end Zelle experince within the Chase app, from "enrollment" to "activity" flows. 

                                                                                                                  One of the modifed journey maps we did during our workshops.

Concept

Combining the results of the workshops with what we could leverage from our competitors like Bank of America, Citi, and other P2P apps like Venmo and Cashapp, my design partner and I went to work coming up with sketches and wireframes for each of the Zelle flows. We started with the flow that receives the most traffic, the "send money" flow, and worked backwards. The below is an example of one set of sketches for the "send money" flow. For each of the existing "send money" screens that were in production at the time, we came up with a new sketch of how to improve its overall layout. We wanted to make sure that we reduced information overload as much as possible, while highlighting and bringing to the fore-front what was most important to our users in a digestable way. 

Low Fidelity Sketches

Mid Fidelity Sketches

High Fidelity Sketches

User Testing

Method and Participants

• Unmoderated testing with 15 participants 
• Most used Chase as their primary bank.                                                                                                                                                            
• Others used Bank of America or Wells Fargo.                                                                                                                                                         
• All had used Zelle in their banking apps, within the past 3 months before this round of testing.

Key Findings

Final Designs

Future Roadmap

With the "Send Money" flow underway, the next steps were to take into user testing high fedility designs we did for the other Zelle flows like "Enrollment", "Manage Recipients",  "Activity", and phases 1 and 2 of  "Request Money". The first phase of "Request Money" was centered on revamping the existing stand-alone flow. The second phase was centered on having a combined "Send Money and "Request Money" flow.