Incorporating the 'Confirmation of Payee' security feature into the payment flow.

Overview
Company

AIB - Allied Irish Bank

My Role

UX/UI Designer

Timeline

5 Months

Project Overview

‘Confirmation of Payee’ is an account verification service that was mandatory for all banks in the UK to have on their online channels. The deadline for this to go live within the app and website was the end of November 2023. I was tasked with incorporating this new feature into the payment flow for the AIB UK mobile app.

The Problem

Our Solution

The Research

Breaking Down the Requirements

To kick off we began by breaking down the requirements for the project. We were provided with 2 sets of separate requirements, business requirements and legal requirements. As this was a mandatory feature to be added to the app, we ensured that the project aligns with both organisational objectives and complies with relevant regulations.

Bright living room with modern inventory
Bright living room with modern inventory
Bright living room with modern inventory
Bright living room with modern inventory

Analysing the current flow

Examining the existing process or system to identify strengths, weaknesses, and areas for improvement and also identifying potential ways where this feature could be incorporated.

Competitor Analysis - How have others incorporated this feature?

Studying competitors to understand their strategies, strengths, and weaknesses, which can provide valuable insights for designing a competitive product or service.

I identified some of the top direct competitors in the industry who had already implemented the ‘Confirmation of Payee’ feature into their app. In exploring their apps I evaluated their general approach of implementation, along with the strengths and weaknesses of each.

Define Phase

Defining the Problem

How might implement this feature into the current payment flow in order to improve reduce fraud, while also maintaining a seamless user experience.

Our Business and User Goals

Business goals and User goals.

Design Phase

Exploring possible flows

This allowed us to gage how the flow could work with the addition of the new feature. Exploring possible flows before jumping into design mode gave us more structure when ideating concepts in the next stage.

Concept Ideations

A variety of potential ideas were explored through quick iterating of low-fidelty designs. Once we explored all the possible avenues, we narrowed down the ideas to 3 main concepts that we could explore further.

We discussed these concepts with stakeholders to find out what aspects of each approach would be technically feasible. From here we could further narrow down our final concepts.

Concept to Mid/High-fidelity

With a concept approach decided on, we moved forward and started to progress our designs into a higher fidelity designs.

Progressing into higher fidelity desings

‘Confirmation of Payee’ is an account verification service that was mandatory for all banks in the UK to have on on their ollf.

Process mapping

Mapping out the design process to visualise the workflow and identify potential bottlenecks or inefficiencies.

Process map image too large - needs to be altered

Design Critique with the team

Seeking feedback on the initial designs to identify potential issues or areas for improvement. This stage emphasises constructive criticism to refine the design further.

Key takeaways from the critique:

Friction is not always bad!

Recognizing that friction in design can sometimes lead to better user experiences or outcomes. This mindset encourages designers to consider the nuances of user interaction.

Design Revisions from Critique

Iterating on the designs based on feedback and insights gathered during the critique process.

Testing & Improving

Customer Testing

‘Confirmation of Payee’ is an account verification service that was mandatory for all banks in the UK to have on on their ollf.

Applying Insights to the Design

‘Confirmation of Payee’ is an account verification service that was mandatory for all banks in the UK to have on on their ollf.

Bright living room with modern inventory
Bright living room with modern inventory
Bright living room with modern inventory
Bright living room with modern inventory

Preparation & carrying out the tests

Preparing for the testing phase by defining test scenarios, recruiting participants, and setting up testing environments.

Analysing the Data

Analysing the data collected during testing to extract meaningful insights about user behavior, preferences, and pain points.

Developing Insights

Customers did not engage with the information banner on the input screen.

"Customers did not engage with the information banner on the input screen."

Would double check details before continuing with a "negative outcome".

"Customers did not engage with the information banner on the input screen."

Customer found outcomes to be cause of their own input of details.

Customers found overall journey was long with too much friction but navigation was straight forward.

Customers didn't see link between 'Reason of Payment' dropdown and fraud warning screen.

Customers found the 'Reason for Payment' field to be unnecessary.

"Customers did not engage with the information banner on the input screen."

"Customers did not engage with the information banner on the input screen."

"Customers did not engage with the information banner on the input screen."

"Customers did not engage with the information banner on the input screen."

The Final Deliverable

Design Handover

Confirmation of Payee’ is an account verification service that was mandatory for all banks in the UK to have on on their ollf.

Interactive Prototype

‘Confirmation of Payee’ is an account verification service that was mandatory for all banks in the UK to have on on their ollf.

Final Designs

Bringing the project to completion by creating final screens, preparing design handover documentation, and developing an interactive prototype.

Conclusion & Learnings

Next up:

Giving users more flexibility & control over their Bill Payments.