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Wealth Online (WO) is BNY Mellon’s user facing portal, where clients can manage their own wealth. The previous deposit account experience provided by WO falls short of expectations. The user experience was disjointed and lacked comprehensive information on WO. Moreover, users were directed to a vendor site to complete even the most basic of tasks. Equally frustrating was that BNY Mellon had no control over the UI elements, nor access to metrics regarding user activities through this portal.
• Transition from the existing commercial online banking experience.
• Strike a balance between the previous experience and the new.
• Make BNY Mellon a more attractive option for our core clientele's deposit accounts.
Product Designer, Researcher, Wireframing, Prototyping, User Testing
User Research, Competitive Analysis, Wireframes, Prototype, User Testing
Figma, Maze, Userlytics
After receiving the requirements from business I began with some user research. Ideally, the interviewees would have been individuals who were our core clients. However, due to the fact its hard to get individuals with that much wealth to sit down and provide user feedback, I was forced to pivot and conduct calls with wealth managers, who played the role of proxy.
During the initial stages of the interview process, it became evident that there are significant overarching pain points associated with the current user experience of our WO software. Many wealth managers expressed concerns about their clients' frustration with the information architecture, which they found inadequate and requiring excessive effort to locate the necessary information. Furthermore, considering that our primary clientele comprises individuals aged 60 and above, it became apparent that a simple and informative design is the most appropriate direction to pursue.a
"Information is not were its suppose to be"
With a firm grasp on user needs I did some competitive analysis. By viewing our direct competitors design I was able to document the various information architecture, as well as learn the design interactions our clienteles are use to. Under standing these interactions was crucial as we discovered through the user interviews that more that half our users had their wealth spread through multiple banks.
Informative experience thats reduces unnecessary navigation
After compiling the information from my research, I have concluded that in order to alleviate confusion and minimize the effort required by our core users to find information, it would be advantageous to display the relevant information in a dashboard-style format on the individual account overview page. This decision aims to streamline the user experience and provide a more intuitive interface.
Utilizing my research, I began sketching wireframes on paper before converting them into digital in Figma.
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Using those wireframes we got buy in from business and after much internal testing, we landed on this design.
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After developing a high-fidelity prototype, a total of 10 participants, including 6 wealth managers, were invited to partake in a moderated usability test using the software Maze. During this test, participants were given a series of tasks involving various everyday banking activities, such as checking account statements and locating previous transactions.
Following the completion of the usability test, the data collected from the Maze report was combined with our own test notes. I created an an affinity board to simplify the data.
• The test revealed, the visual burden of the account overview page dashboard tile needed to be reduced. To address this issue, the Swift Code and Routing Number were consolidated into a single item called ACH Routing Number.
• Some interviewees took a little longer than we would like to find Interest related information such accrued interest and Year to Date.
Old Design
New Design
• Increase in user satisfaction scores
• An uptick in Deposit accounts opened at BNY Mellon
• Reduce calls to Wealth Online support teams
• Increase in Wealth Online App downloads
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