Design Tips to Increase Satisfaction in Banking Apps – Part 1 of 2

Design Tips to Increase Satisfaction in Banking Apps – Part 1 of 2

Retail banking consumers now prefer using their mobile devices more than any other bank interaction, which makes a mobile app a primary component of overall customer satisfaction. With greater ease switching banking providers at a moment of dissatisfaction, banks need to place extra emphasis on keeping their customers happy and loyal. This starts by giving customers the best tools available and a user experience that helps them access and navigate their banking needs without difficulty. Read more about our design tips for banking apps below. 

 

For the first section of this two-part series, we will cover examples of best practices that we have seen play a role in facilitating engagement and improving the user experience.

Any questions surfacing as you read? Give us a ring! You can always connect with us here.

 

Search & Navigation Part 1

Content Part 1

Guidance Part 2, coming soon

Privacy & Security Part 2, coming soon

Appearance Part 2, coming soon

 

 

Search & Navigation

search-navigation-components-of-app-satisfaction

According to J.D. Power, ‘Ease of Navigating’ is the key differentiator among top-performing mobile banking apps. If a consumer can find what they need in the app, this often yields a happy customer. This satisfaction can also impact bank operations by reducing calls to support centers with potentially aggravating wait times.

 

Let’s jump head first into some easily-executed ideas to help improve your app’s search & navigation as early as today.

 

Easy Login

 

Biometric logins such as fingerprint, face, or voice can facilitate a client’s access to their account.

easy-login-biometric-one-touch

Personalization Capabilities

 

Some banks give the user the ability to customize their application experience to their needs making each visit one that addresses their specific needs.

personalization-personalize

Using Navigation Icons with Label

 

An icon is meant to be universally recognized, but in many cases, they are not. It’s always a safe bet to provide a label next to the icon to provide clarity.

 

using-navigation-icons-with-labels

Use Plain & Simple English

 

Avoid using branded names that might be intuitive to your company, but not to a user. In short: use plain English when possible.

 

use-plain-simple-english-branded-names

 

Transaction History Search

 

Most banking apps default to filtering transaction history by date. Giving the user the ability to search their account is one more way to facilitate finding that specific transaction they have in mind.

 

transaction-history-search

Appwide Search

 

Few banks offer app-wide search to locate features & information. It might just be what your clients needed to discover new or undiscovered features.

 

appwide-search-my-bank

Clear ‘Back’ Access

 

Avoid using a home icon or cancel in place of a back.

 

clear-back-access-button

Autofill/Type-Ahead Searching

 

We continue to be surprised at the number of banks not make use of this simple yet effective interaction. Your customers will be thrilled to have it implemented.

autofill-type-ahead-searching

Content

 

The content that users access in-app should be concise, easy to find, easy understand, and help them reach their goals—simple right? Here are a few ideas:

 

Key Information Front and Center

 

Some applications give users the choice to view account their account balances before login.

 

key-information-front-center

 

Helpful Services

 

Provide customers with additional services that could help them reach their financial goals.

 

helpful-services

 

Real-Time Alerts

 

Use real-time alerts to keep customers informed on important account updates such as direct deposits, personal information changes, and bill due dates.

 

real-time-alerts

 

Avoid Hiding Information

 

Some banks hide interest rates behind an extra tap or elaborate application process. Be nice to customers and let them know what they need to know.

 

avoid-hiding-information

 

Avoid Jargon-Heavy Content

 

Avoid words such as Debit, Payee, APR — instead use Withdrawal, Recipient, Interest Rate.

 

avoid-jargon-heavy-content

Guidance Part 2, coming soon

Privacy & Security Part 2, coming soon

Appearance Part 2, coming soon

 

Editor’s note: 

We know you’re thirsty for more. Part 2 will be coming very soon! While you wait, check out our latest thoughts on UX Strategy for Banks. 

Have any additional questions or want to discuss what Shockoe can do for you? Click here to connect with us. 

Virtual, Augmented and Mixed Reality… Confused Yet?

Virtual, Augmented and Mixed Reality… Confused Yet?

There are exciting new worlds being created, recreated and explored as we speak. There are digital worlds being developed from the inspirations of Earth and beyond. For those of us not able to travel to places like the polar ice caps, the Sistine Chapel, Rome, the Pyramids of Egypt, Mars, or other places we may not be able to visit in our lifetime, this is our chance. Now, we have the opportunity to visit them from the comforts of our very own homes.

Our mobile enterprise company, Shockoe.com has recently branched out into the brave new world of Virtual Reality (VR). In this ambitious new venture, there are many things to consider. First, let’s break down the different branches of the digital realities.

VR provides the user with a digitally created 360 degree world using a type of headset, whether it’s utilizing Google cardboard, an Oculus or one of the many other options of headset viewers. Augmented Reality (AR) uses our mobile devices and overlays digital images over physical reality (ever heard of Pokemon Go)? Lastly, and my favorite, there’s Mixed Reality (MR).

MR might be such an advanced technology, that we likely won’t see this catch on until VR and AR are more of a regularity. MR is the ability to use virtual reality inside of our physical world. For instance, a doctor performing surgery on a patient could use a virtual magnetic resonance imaging (MRI) or X-ray scanner over their patient, providing them with an accurate view inside their patient’s body. Mind-blowing, right?

Now that you have an idea of the different realities being created, let me tell you that there is nothing more exciting than having the opportunity to design the User Experience (UX) and User Interface (UI) for these exciting realities. When starting the conversation of UX for VR, it’s easy to get a little carried away. The possibilities seem endless (because they are), which is why it’s important to focus on what’s best for the user, what makes the most sense for the user to do in order to see and navigate our experiences. What does the client want to provide their users?

These questions are seemingly simple, yet necessary. A UX/UI designer needs to know what type of VR they are designing for. Is it for a headset alone, headset with camera sensors, or headset with gloves? What are the limitations of this experience? How far can the UX/UI designer push these limitations while still maintaining a fulfilling, yet positive user experience? What can I designer do to keep users returning to their fascinating VR experiences and even share them with others?

shockoe_vr_coneoffocusUsers with solo headsets can only use their Field of View (FOV) or Cone of Focus to make their selection, not their hands. While this might seem limiting, it’s not. Keep in mind that this is VR, where the user can turn in any direction they choose and explore a new world by just putting on a headset. Making a selection through vision is quite simple. A UX designer could use a countdown, various loading animations, or status bars. They can even invent something totally new and intuitive that hasn’t been thought of yet.

Making a selection is one thing, navigating these new worlds is another. There are a lot of different things to consider when navigating in VR. For one thing, it’s somewhat similar to navigating our physical world in terms of our FOV. We all have our own, some of us more or less than others, and the Cone of Focus is how designers segment the FOV.

The UX designer should focus the user’s primary actions within the initial area of vision. When we look directly forward, by just moving our eyes we can see approximately 90 degrees within our central vision. Everything outside of that is our far peripheral vision and should be designed accordingly by placing only secondary and tertiary user actions within these areas of vision, such as motion cues or exit options.

These are extremely important limitations to know when designing the UX for VR experiences. These degrees of vision define how the UX should be envisioned and implemented. Without making the user work too hard to explore their new digital surroundings, the UX designer must take into account the Cone of Focus for all primary actions without taking away from the extraordinary experience of VR. Thus, making one consider the visual placement of UX design by measurements of FOV degrees throughout the app.

While all of this information may seem overwhelming, it is also very, very exciting. Designing UX and UI in 360 degrees is a phenomenal opportunity to learn, adapt and innovate in this amazing new digital age. At Shockoe.com, we are on the edge of our seats with excitement about being able to provide our clients with the intuitive experiences their users want through innovative technology that VR offers.