Designer
W. Calfos
Role:
UX, UI
Date:
May 2019
Preview
www.wemabank.com
What I did
I designed Nigeria's first fully Digital Bank. Using a lean design process, I collaborated with the Product team and stakeholders to prototype, design, and deliver user-friendly digital bank and in-house products for web and mobile devices. This collaboration significantly increased Wema Bank's Customer Experience score, advancing 10 spots to 74.6 out of 100 (Source: KPMG, Nigeria Banking Industry CX Survey, 2020).
Furthermore, ALAT digital bank also ranked as a leader in Payments and Transfer, Self-service, and Mobile Banking according to KPMG's Digital Channel Scorecard (2020).
I designed Nigeria's first fully Digital Bank. Using a lean design process, I collaborated with the Product team and stakeholders to prototype, design, and deliver user-friendly digital bank and in-house products for web and mobile devices. This collaboration significantly increased Wema Bank's Customer Experience score, advancing 10 spots to 74.6 out of 100 (Source: KPMG, Nigeria Banking Industry CX Survey, 2020).
Furthermore, ALAT digital bank also ranked as a leader in Payments and Transfer, Self-service, and Mobile Banking according to KPMG's Digital Channel Scorecard (2020).
I designed Nigeria's first fully Digital Bank. Using a lean design process, I collaborated with the Product team and stakeholders to prototype, design, and deliver user-friendly digital bank and in-house products for web and mobile devices. This collaboration significantly increased Wema Bank's Customer Experience score, advancing 10 spots to 74.6 out of 100 (Source: KPMG, Nigeria Banking Industry CX Survey, 2020).
Furthermore, ALAT digital bank also ranked as a leader in Payments and Transfer, Self-service, and Mobile Banking according to KPMG's Digital Channel Scorecard (2020).
Introduction
Introduction
Discover ALAT, Nigeria's Premier Digital Bank by
Wema Bank
Discover ALAT, Nigeria's Premier Digital Bank by Wema Bank
ALAT Digital Bank popularly known as ALAT is a digital banking platform that provides banking services through a mobile app. It is a fully digital bank operated by Wema Bank, one of Nigeria's leading commercial banks.
ALAT offers various banking features such as account opening, funds transfer, bill payments, savings goals, loan applications, and virtual card services.
With ALAT, customers can manage their finances conveniently and securely using their smartphones, without the need to visit a physical bank branch. The platform aims to provide a seamless and user-friendly banking experience for individuals and businesses in Nigeria.
ALAT Digital Bank popularly known as ALAT is a digital banking platform that provides banking services through a mobile app. It is a fully digital bank operated by Wema Bank, one of Nigeria's leading commercial banks.
ALAT offers various banking features such as account opening, funds transfer, bill payments, savings goals, loan applications, and virtual card services.
With ALAT, customers can manage their finances conveniently and securely using their smartphones, without the need to visit a physical bank branch. The platform aims to provide a seamless and user-friendly banking experience for individuals and businesses in Nigeria.
Discover ALAT, Nigeria's Premier Digital Bank by
Wema Bank
ALAT Digital Bank popularly known as ALAT is a digital banking platform that provides banking services through a mobile app. It is a fully digital bank operated by Wema Bank, one of Nigeria's leading commercial banks.
ALAT offers various banking features such as account opening, funds transfer, bill payments, savings goals, loan applications, and virtual card services.
With ALAT, customers can manage their finances conveniently and securely using their smartphones, without the need to visit a physical bank branch. The platform aims to provide a seamless and user-friendly banking experience for individuals and businesses in Nigeria.
Problem Statement
Problem Statement
The primary focus of this redesign initiative for ALAT Digital Bank was to tackle challenges associated with customer acquisition, retention, and conversion.
The primary focus of this redesign initiative for ALAT Digital Bank was to tackle challenges associated with customer acquisition, retention, and conversion.
The primary focus of this redesign initiative for ALAT Digital Bank was to tackle challenges associated with customer acquisition, retention, and conversion.
Understanding the problem
Users desired a visually appealing interface and improved user journies on some features to enhance usability.
Users desired a visually appealing interface and improved user journies on some features to enhance usability.
Users desired a visually appealing interface and improved user journies on some features to enhance usability.
I conducted in-depth user research to gain insights into user preferences and pain points. Through interviews, usability testing, and surveys, key insights emerged.
Users expressed frustration with the onboarding process, highlighting the need for a simpler and more streamlined experience. They also had difficulties navigating the app and locating key features like transaction history.
I conducted a guerrilla evaluation using the LEMES UX evaluation method, involving six users who were all current users of the ALAT app and the top two online banking apps in Nigeria based on reviews. The task assigned to each user was to rate the mobile banking experience on ALAT.
Following the feedback gathered, it became evident that over half of the user group provided below-average ratings for the ALAT app. This feedback served as the initial indication that our app required improvements.
User interviews & current customer feedback
User interviews & current customer feedback
I conducted interviews with users of the ALAT digital banking app to validate my hypothesis and identify areas of improvements.
I conducted interviews with users of the ALAT digital banking app to validate my hypothesis and identify areas of improvements.
Onboarding Process: Users expressed frustration with the amount of personal information required during onboarding. They compared our process to competitors who use Bank Verification Numbers (BVN) for faster verification. Implementing BVN verification can streamline onboarding.
Visual Interface: Users found it difficult to navigate the app and locate important features like transaction history and bill payment. Improving the information architecture and adopting modern design patterns would enhance usability and give the app a more up-to-date appearance.
Overall App Improvements: Users highlighted the need for a simpler and more intuitive arrangement of information. This lack of clarity impacted their confidence and trust in the Alat app. Enhancing information architecture to provide a cleaner and more transparent experience would improve trust and confidence levels.
By addressing these insights, we can enhance the onboarding process, improve the visual interface, and optimize the overall user experience of the Alat app.
I conducted interviews with users of the ALAT digital banking app to validate my hypothesis and identify areas of improvements.
Onboarding Process: Users expressed frustration with the amount of personal information required during onboarding. They compared our process to competitors who use Bank Verification Numbers (BVN) for faster verification. Implementing BVN verification can streamline onboarding.
Visual Interface: Users found it difficult to navigate the app and locate important features like transaction history and bill payment. Improving the information architecture and adopting modern design patterns would enhance usability and give the app a more up-to-date appearance.
Overall App Improvements: Users highlighted the need for a simpler and more intuitive arrangement of information. This lack of clarity impacted their confidence and trust in the Alat app. Enhancing information architecture to provide a cleaner and more transparent experience would improve trust and confidence levels.
By addressing these insights, we can enhance the onboarding process, improve the visual interface, and optimize the overall user experience of the Alat app.
Onboarding solution
Onboarding solution
The focus is on enhancing customer acquisition through streamlined onboarding processes. Key strategies include:
The focus is on enhancing customer acquisition through streamlined onboarding processes. Key strategies include:
Addressing issues related to BVN (Bank Verification Number) by creating a wallet journey.
Communicating value propositions and service functionalities during onboarding.
Segregating the "Get a Loan" and "Sign Up" calls to action.
Redesigning the onboarding journey to ensure all users reach the dashboard, with provisions for customers lacking a BVN or experiencing verification failures to try again later, albeit with transaction restrictions.
The focus is on enhancing customer acquisition through streamlined onboarding processes. Key strategies include:
Addressing issues related to BVN (Bank Verification Number) by creating a wallet journey.
Communicating value propositions and service functionalities during onboarding.
Segregating the "Get a Loan" and "Sign Up" calls to action.
Redesigning the onboarding journey to ensure all users reach the dashboard, with provisions for customers lacking a BVN or experiencing verification failures to try again later, albeit with transaction restrictions.
Customer retention and conversion solution
Customer retention and conversion solution
The goal is to improve customer retention and conversion rates through a comprehensive dashboard solution and a general UI/UX redesign. Key objectives include:
The goal is to improve customer retention and conversion rates through a comprehensive dashboard solution and a general UI/UX redesign. Key objectives include:
Creating a user interface that allows for easy personalization based on user preferences.
Implementing a cleaner and more modern UI design.
Offering the option for users to continue onboarding tasks seamlessly.
Enhancing the discoverability and accessibility of both current and upcoming features to improve user engagement.
The goal is to improve customer retention and conversion rates through a comprehensive dashboard solution and a general UI/UX redesign. Key objectives include:
Creating a user interface that allows for easy personalization based on user preferences.
Implementing a cleaner and more modern UI design.
Offering the option for users to continue onboarding tasks seamlessly.
Enhancing the discoverability and accessibility of both current and upcoming features to improve user engagement.
Results and Recognition
Results and Recognition
I achieved a 10-place increase in the Customer Experience score to 74.6 out of 100 (KPMG, Nigeria Banking Industry CX Survey, 2020).
I achieved a 10-place increase in the Customer Experience score to 74.6 out of 100 (KPMG, Nigeria Banking Industry CX Survey, 2020).
- My contributions as a Lead Product Designer for Wema Bank have resulted in significant achievements, including a 10-place increase in the Customer Experience score to 74.6 out of 100 (KPMG, Nigeria Banking Industry CX Survey, 2020, p. 9). View here
- The digital bank I designed was also recognized as a leader in various categories, such as Payments and Transfer, Self-service, and Mobile Banking, as indicated in the KPMG Digital Channel Scorecard for 2020 (p. 7-9). View here
- Download the ALAT app: Google Play Store | Apple App Store
I achieved a 10-place increase in the Customer Experience score to 74.6 out of 100 (KPMG, Nigeria Banking Industry CX Survey, 2020).
- My contributions as a Lead Product Designer for Wema Bank have resulted in significant achievements, including a 10-place increase in the Customer Experience score to 74.6 out of 100 (KPMG, Nigeria Banking Industry CX Survey, 2020, p. 9). View here
- The digital bank I designed was also recognized as a leader in various categories, such as Payments and Transfer, Self-service, and Mobile Banking, as indicated in the KPMG Digital Channel Scorecard for 2020 (p. 7-9). View here
- Download the ALAT app: Google Play Store | Apple App Store