Wells Fargo

ABOUT
Wells Fargo & Company is an American multinational financial services company headquartered in San Francisco, California, with central offices throughout the United States. It is the world's fourth-largest bank by market capitalization and the fourth largest bank in the US by total assets.

PROJECT DETAILS
• Wells Fargo Mobile® Deposit (iOS + Android)

MY ROLE
Product Designer + UX/UI Design

Wells Fargo Mobile

Mobile Deposit (iOS + Android)

My Process

My Process

Mobile Deposit Customer Experience

Design Project Challenge

Mobirise

The Challenge

Create an end-to-end mobile experience that enhances the current one, but also aligns with the tablet experience. Design an experience that seamlessly integrates with a new check capture SDK bringing potential complexities and challenges to the UI.

Mobirise

High-level Goals

Design an experience that allows customers to easily select accounts, enter amounts, capture check images and successfully deposit checks while increasing overall adoption, usage and customer satisfaction.

Research and Discovery

Being new to the project team, one of my goals was gather as much research as possible to better understand both the business needs and user goals.  Getting started included:

  1. Understanding what mobile deposit is, and how it works specifically in the existing Wells Fargo app experience.
  2. Reviewing and analyzing existing design artifacts such as customer personas, journey maps, user task flows, usability testing and other product performance reports.

User Flow Diagram

Wells Fargo

UI Design Flows

Ideation, Prototyping and Validation

iRise Studio + Sketch + InVision

Wells Fargo

UX Case Study: Enter Amount screen

The Problem
Research revealed customers were having trouble successfully using the "enter amount" field. We found that they weren't able to easily input, view or confirm what they were entering due to the small display size. This resulted in repeated errors from check amount mismatches, followed by subsequent emotional and cognitive friction.

The Solution
To solve for this, we proposed, designed and tested a new Enter Amount screen into the flow that could also be a reusable UI component across other payments products (e.g. Transfer Money) for a better, more consistent experience.

Wells Fargo
Wells Fargo

Usability Testing

Who we tested

• 5 participants

What we tested

• Hypothesis-driven design for various UI enhancements and new screens

How we tested
• Moderated in person (iRise prototype)

• Unmoderated remote (InVision prototype)


Testing overview

• Background and objectives
• Research questions

• High-level findings

Next steps
• Actionable design changes and recommendations
• Determining key user stories for scrum team backlog

Interaction Design

Annotations & Specifications

Wells Fargo

User Interface

Product Launch (iOS shown)

Wells Fargo

Results

Measuring success from user goals into metrics

  1. Mobile Deposit exceeded a 10% YOY growth goal (11.4%) with 80.6MM deposits in 2018. Penetration reached a record 30.2%, first time above 28%. YOY transaction volume grew 13.5%.
  2. Mobile Deposit check image acceptance rates hit record highs of 91% (iOS) and 88% (Android) at year-end due to software upgrades and UI design improvements.
  3. Total percent of check deposits reached a robust all-time high of 19.3% at year-end, a 4% YOY increase.
  4. Record 5MM 90-day active customers, a 16.9% YOY growth.

Featured Work

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Let's get in touch.

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