Mathew Cheung

CV

Mathew Cheung

Introductions

The Problem

Design

Conclusion

Introductions

The Problem

The offline banking experience of the client legacy bank did not appeal to SME owners. Whether it is to apply for a loan or to open an account, they all required the customer to visit a local branch and prepare a lot of paperwork in advance. This project was a huge undertaking, so I have selected the Loan Application Tracking feature as the primary focus.

The Problem

The offline banking experience of the client legacy bank did not appeal to SME owners. Whether it is to apply for a loan or to open an account, they all required the customer to visit a local branch and prepare a lot of paperwork in advance. This project was a huge undertaking, so I have selected the Loan Application Tracking feature as the primary focus.

The Problem

The offline banking experience of the client legacy bank did not appeal to SME owners. Whether it is to apply for a loan or to open an account, they all required the customer to visit a local branch and prepare a lot of paperwork in advance. This project was a huge undertaking, so I have selected the Loan Application Tracking feature as the primary focus.

The Old Customer Experience

The Old Customer Experience

1

Find the document checklist

Customers must either search online or contact a branch staff for the list of required documents they are required to bring in person.

1

Find the document checklist

Customers must either search online or contact a branch staff for the list of required documents they are required to bring in person.

1

Find the document checklist

Customers must either search online or contact a branch staff for the list of required documents they are required to bring in person.

2

Find and head to a local branch

Customers will then head to a local branch and open an account through a relationship manager.

2

Find and head to a local branch

Customers will then head to a local branch and open an account through a relationship manager.

2

Find and head to a local branch

Customers will then head to a local branch and open an account through a relationship manager.

3

Wait for a phone call or mail as confirmation

After applying, customers are informed of their application status via phone call or mail. If they wish to inquire themselves, they have to call the branch directly.

3

Wait for a phone call or mail as confirmation

After applying, customers are informed of their application status via phone call or mail. If they wish to inquire themselves, they have to call the branch directly.

3

Wait for a phone call or mail as confirmation

After applying, customers are informed of their application status via phone call or mail. If they wish to inquire themselves, they have to call the branch directly.

Summary of what I learnt about my users

Summary of what I learnt about my users

Summary of what I learnt about my users

SME Owner

They have little time to dedicate entirely to sorting out their finances as they play multiple roles at work. In the case that SMEs owners are also the person in charge of their company finances, they will value the process to be transparent, autonomous and convenient.

SME Owner

They have little time to dedicate entirely to sorting out their finances as they play multiple roles at work. In the case that SMEs owners are also the person in charge of their company finances, they will value the process to be transparent, autonomous and convenient.

SME Owner

They have little time to dedicate entirely to sorting out their finances as they play multiple roles at work. In the case that SMEs owners are also the person in charge of their company finances, they will value the process to be transparent, autonomous and convenient.

Streamlining the focus

After reading through a demographic report on the targeted user and discussing with the client, we came up with the following considerations to drive the design process.

Streamlining the focus

After reading through a demographic report on the targeted user and discussing with the client, we came up with the following considerations to drive the design process.

Streamlining the focus

After reading through a demographic report on the targeted user and discussing with the client, we came up with the following considerations to drive the design process.

Insights & Assumptions

Insights & Assumptions

1

Blindly waiting causes frustration

How can we increase autonomy and transparency for the customer to reduce frustration as they wait.

1

Blindly waiting causes frustration

How can we increase autonomy and transparency for the customer to reduce frustration as they wait.

1

Blindly waiting causes frustration

How can we increase autonomy and transparency for the customer to reduce frustration as they wait.

2

Form journeys are prone to drop-offs and incompletion

Extra consideration must be put towards edge cases if users drop off mid application, how can we minimise frustration and create a way for them to continue and resume.

2

Form journeys are prone to drop-offs and incompletion

Extra consideration must be put towards edge cases if users drop off mid application, how can we minimise frustration and create a way for them to continue and resume.

2

Form journeys are prone to drop-offs and incompletion

Extra consideration must be put towards edge cases if users drop off mid application, how can we minimise frustration and create a way for them to continue and resume.

3

Document searching adds friction to the experience

How can we reduce the amount of paperwork and documentation that is required from the user?

3

Document searching adds friction to the experience

How can we reduce the amount of paperwork and documentation that is required from the user?

3

Document searching adds friction to the experience

How can we reduce the amount of paperwork and documentation that is required from the user?

The design process is still quite new to the client, so we were unable to be guaranteed a chance to conduct user testing prior to launch. User feedback will primarily come from actual users once the platform or the particular feature is launched.

The design process is still quite new to the client, so we were unable to be guaranteed a chance to conduct user testing prior to launch. User feedback will primarily come from actual users once the platform or the particular feature is launched.

The design process is still quite new to the client, so we were unable to be guaranteed a chance to conduct user testing prior to launch. User feedback will primarily come from actual users once the platform or the particular feature is launched.

The Design Stage

The Design Stage

The Design Stage

Mapping out our User’s Journey

Mapping out our User’s Journey

The user journey is heavily anchored to the bank’s current application process, we worked together with the bank to settle on a journey that is streamlined but still compliant with the banking requirements.

The user journey is heavily anchored to the bank’s current application process, we worked together with the bank to settle on a journey that is streamlined but still compliant with the banking requirements.

The user journey is heavily anchored to the bank’s current application process, we worked together with the bank to settle on a journey that is streamlined but still compliant with the banking requirements.

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1. User selects “Loan” clicks apply from the Product Marketplace

1. User selects “Loan” clicks apply from the Product Marketplace

2. Customer selects the type of loan they wish to apply for

2. Customer selects the type of loan they wish to apply for

3. Customer fills in the relevant loan details and decide on the loan term

3. Customer fills in the relevant loan details and decide on the loan term

4. Customer reviews their provided details before submission

4. Customer reviews their provided details before submission

5. Once submitted, customers can opt into to the “IADS” program (more on this later) or proceed to the application tracking page

5. Once submitted, customers can opt into to the “IADS” program (more on this later) or proceed to the application tracking page

1. User selects “Loan” clicks apply from the Product Marketplace
1. User selects “Loan” clicks apply from the Product Marketplace
2. Customer selects the type of loan they wish to apply for
2. Customer selects the type of loan they wish to apply for
3. Customer fills in the relevant loan details and decide on the loan term
3. Customer fills in the relevant loan details and decide on the loan term
4. Customer reviews their provided details before submission
4. Customer reviews their provided details before submission
5. Once submitted, customers can opt into to the “IADS” program (more on this later) or proceed to the application tracking page
5. Once submitted, customers can opt into to the “IADS” program (more on this later) or proceed to the application tracking page

Design: Marketplace

Below I dive into where the user can find and track their submitted applications, as well as resuming where they left off if it is incomplete.

Design: Marketplace

Below I dive into where the user can find and track their submitted applications, as well as resuming where they left off if it is incomplete.

Design: Centralisation

Below I dive into where the user can find and track their submitted applications, as well as resuming where they left off if it is incomplete.

Product Marketplace

Product Marketplace

This is one of the many sections inside this banking platform targeted towards SME users.

This section achieves the following:

  • Satisfies business needs to promote new banking products, ranging from credit cards, loans and investments

  • Allows users to access all their concurrent application and track their progress

Henry, SME Owner

I do find this quite convenient to see new offers and also check on the progress of my applications

Improve transparency to reduce frustrations

Once the user has submitted an application, they can track their progress by clicking on their desired application where they will be brought to a details screen showing the remaining steps until the bank finishes processing it.

Catering to drop-offs

Notifications

Improve transparency to reduce frustrations

Once the user has submitted an application, they can track their progress by clicking on their desired application where they will be brought to a details screen showing the remaining steps until the bank finishes processing it.

Catering to drop-offs

Notifications

Improve transparency to reduce frustrations

Once the user has submitted an application, they can track their progress by clicking on their desired application where they will be brought to a details screen showing the remaining steps until the bank finishes processing it.

Catering to drop-offs

Notifications

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1. User clicks "agree" to proceed with the account linking and IADS process

1. User clicks "agree" to proceed with the account linking and IADS process

1. User clicks "agree" to proceed with the account linking and IADS process

2. User searches and selects the bank to connect and share data to the client bank

2. User searches and selects the bank to connect and share data to the client bank

2. User searches and selects the bank to connect and share data to the client bank

3. Customer are informed of the types of data that will be shared from their selected bank for transparency

3. Customer are informed of the types of data that will be shared from their selected bank for transparency

3. Customer are informed of the types of data that will be shared from their selected bank for transparency

4. A pop-up will show to warn the user that they will be redirected to their selected bank to continue the data sharing process

4. A pop-up will show to warn the user that they will be redirected to their selected bank to continue the data sharing process

4. A pop-up will show to warn the user that they will be redirected to their selected bank to continue the data sharing process

5. Once the data sharing process is complete, users can revisit and manage all their granted permissions in an overview page

5. Once the data sharing process is complete, users can revisit and manage all their granted permissions in an overview page

5. Once the data sharing process is complete, users can revisit and manage all their granted permissions in an overview page

Conclusion

This project is still ongoing as more features are being built based on customer and buisness needs. Below I discuss some challenges I faced, how we managed it as a team, and how I aim to improve in the future.

Conclusion

This project is still ongoing as more features are being built based on customer and buisness needs. Below I discuss some challenges I faced, how we managed it as a team, and how I aim to improve in the future.

Conclusion

This project is still ongoing as more features are being built based on customer and buisness needs. Below I discuss some challenges I faced, how we managed it as a team, and how I aim to improve in the future.

Challenge

When designing a product for a client under tight deadlines, it is ideal to have their company branding or design guide (containing brand colours, typography, logos etc) set as “ground rules”. The client did not have one and we had to allocate time to create one from scratch. The mistake we made on our side was not being able to communicate clearly we should be strict with sticking to these “ground rules”. This led to a scenario where the client requested to change the font used, across the whole app, mid-way through the project. This steered the focus away from providing a good UX, as well as stalling both design and development. To resolve this, we were able to manage it case by case, if the client makes a request to change something foundational, we would advise them to follow the guideline we have already provided them or weigh the costs and benefits of such changes.

Challenge

When designing a product for a client under tight deadlines, it is ideal to have their company branding or design guide (containing brand colours, typography, logos etc) set as “ground rules”. The client did not have one and we had to allocate time to create one from scratch. The mistake we made on our side was not being able to communicate clearly we should be strict with sticking to these “ground rules”. This led to a scenario where the client requested to change the font used, across the whole app, mid-way through the project. This steered the focus away from providing a good UX, as well as stalling both design and development. To resolve this, we were able to manage it case by case, if the client makes a request to change something foundational, we would advise them to follow the guideline we have already provided them or weigh the costs and benefits of such changes.

Challenge

When designing a product for a client under tight deadlines, it is ideal to have their company branding or design guide (containing brand colours, typography, logos etc) set as “ground rules”. The client did not have one and we had to allocate time to create one from scratch. The mistake we made on our side was not being able to communicate clearly we should be strict with sticking to these “ground rules”. This led to a scenario where the client requested to change the font used, across the whole app, mid-way through the project. This steered the focus away from providing a good UX, as well as stalling both design and development. To resolve this, we were able to manage it case by case, if the client makes a request to change something foundational, we would advise them to follow the guideline we have already provided them or weigh the costs and benefits of such changes.