TorCHI - Designing iPad Mobile Banking: the Inside Stories
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Erin, CIBC's User Experience Lead for Mobile, shares her candid account on designing and testing the iPad Mobile Banking app.
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TorCHI - Designing iPad Mobile Banking: the Inside Stories
- 1. Designing iPad Mobile Banking: the inside stories Erin Yu User Experience Lead, CIBC @almondkey
- 3. Amazing Banking App – via mobile iTunes Store by Kelso 555 on May 2, 2012 I rarely feel compelled to review apps but the CIBC app is amazing. I use it constantly to check balances, make bill payments, transfer funds, everything! The new layout is even better, all of you info is broken out in a way that’s very easy to read and navigate (including pie charts!). If you aren’t a CIBC customer I highly recommend this app Great app! – via Mobile iTunes Store by Plign on April 30, 2012 I started using the iPad app when it first launched, and it’s been a great experience. Everything is so simple and easy. Love the graphs! Amazing – via Mobile iTunes Store by Saberon on April 10, 2012 It took them almost 2 years but the iPad version is here and it looks fantastic on the Retina Display. Easy to use, informative, excellent app overall. Keep up the good work CIBC! Great Banking App! - via iTunes Store Desktop by MobileMeister on March 28, 2012 This is the best banking app in the App Store! For the first time on the iPad I have dynamic charts of my accounts, detailing my balances and transactions. Totally awesome!
- 4. Ratings & Reviews • Lack of support for other tablet devices • Lack of support for PC Financial • Missing Online Banking features • Suggestions • Accolades
- 5. Tour of the app
- 6. To support the largest tablet market share Why iPad? To differentiate To provide compelling crosschannel experience
- 7. Context
- 10. Challenges
- 11. Challenge #1 Make it simpler and easier than online
- 14. Step 1
- 15. Step 2
- 16. Step 3
- 20. Challenge #2 Make it more engaging than iPhone
- 21. ... but keep the iPhone feature set
- 25. Challenge #3 Communicating the design
- 28. Challenge #3 Lack of precedent
- 33. iPad Accounts Early wireframes 2:05 PM Bills Transfer CIBC Mobile Banking Send Money My accounts Deposit accounts Chequing (32-12345) Sort $3,901.61 $2,339.05 Chequing account Kids Education Fund (23-45678) Non-registered investm.. Our Investment (34-56789) $10,240.94 Find us Balance $2,339.05 Available funds $2,339.05 Date Transactions Debit University of Toronto Tuition Jun 10, 2011 VISA Rogers Wireless Preauth $3,782.00 $522.19 $57.25 May $21,144.00 Credit accounts $1,911.54 May 31, 2011 Air Canada Dallas $482.15 Cheque 334 $590.00 May 22, 2011 Cheque 333 $590.00 May 10, 2011 CIBC Mutual Funds (45-67890) My Workplace Pay May 30, 2011 $35,211.41 VISA May 1, 2011 Rogers Wireless Preauth $2,400.00 $1,203.56 $50.29 April Line of credit (67-89012) Mortgage (78-90123) $1,489.45 $260,648.65 My Workplace Pay Apr 29, 2011 Cheque 332 $590.00 VISA $203.15 Apr 29, 2011 Rogers Wireless Preauth Apr 25, 2011 (56-78901) $422.09 Apr 30, 2011 Apr 29, 2011 CIBC VISA Credit June May 31, 2011 $56,355.41 Sign out Date range Jun 1, 2011 $1,123.45 Contact 1234-5678-9012-3456 Jun 14, 2011 Savings (01-23456) 70% My Workplace Pay Apr 11, 2011 Cheque 331 $2,400.00 $58.23 $2,400.00 $590.00
- 34. Early wireframes
- 35. Web VS Native
- 37. With each user, 1. Introduction 2. Background questionnaire 3. Tasks (native web) 4. Usability questionnaire
- 38. Setup
- 39. Morae Recorder
- 40. Webcam Webcam
- 41. Camcorder
- 44. Participants
- 47. Expert • • • • Primary user 40+ apps Daily use Tech-savvy Intermediate • • • • Shared iPad 5+ apps Novice • • No iPad Not familiar Sporadic use with native Comfortable with interactions technology
- 49. Background • Mostly at home • Emailing, browsing, watching videos, gaming • Mostly use online banking
- 50. Task 1: Find the closest ABM
- 51. 5 participants: CIBC.com 3 participants: CIBC app 2 participants: Google Maps
- 53. 9 users signed in to look for branch location.
- 54. All users were delighted by the GPSenabled locator.
- 56. Task 2: Check account balance and transaction history
- 61. All users tapped the month labels.
- 62. Only 3 participants started scrolling the bar graph.
- 63. 5 users understood what the red and grey bars meant.
- 64. Three users looked for the end-ofday balance.
- 65. Task 3: Add a recipient and send her money
- 66. Only one participant specified the From account.
- 71. All users successfully completed the task.
- 72. Task 4: Pay a bill
- 73. All users quickly and easily completed the task!
- 78. Native vs. Web 5 Native Web 4.6 4.2 4 3 3 2 Native Web Average usability score 1
- 79. Native vs. Web 5 Native Web 4.8 4 3.9 3 3 2 Native Web Perceived usability score 1
- 80. All users preferred the iPad app.
- 81. {native app}
- 82. {web app}
- 83. Native Web Fast Slow Easy to use Easy to use Beautiful Busy Concise Comprehensive
- 85. Recruiting internally Pros • Cost-effective • Easier to recruit • Available for adhoc testing Cons • More likely to have bias • May worry that their performance is judged by colleague
- 86. Comparing against web • Online Banking was not designed for the iPad • Participants were familiar with Online Banking
- 87. Simulating the real world
- 88. Thank you!
- 89. Brainstorm Work estimates UID Updates & support QA Launch! User testing us 11 20 t2 Se 01 pt em 1 be Oc r2 to 01 be 1 r2 No 01 ve 1 m be De r2 ce 01 m 1 be Ja r2 nu 01 ar 1 y Fe 20 br ua 12 ry M 20 ar ch 12 Ap 201 2 ril 20 12 M ay 20 12 Au g ly Ju