The Problem
A simple question from our Senior Leadership team sparked a user-centric solution: "If it's available on web, why not mobile?" Embracing this challenge, the product team and I empowered our members by enabling them to add new financial products – like Certificates or Money Markets – directly within the mobile app. This streamlined process allows members to manage their finances conveniently, all within a few taps.
The Solution
Ensuring a seamless user experience across platforms was at the core of this new mobile feature. Mirroring the functionality of our web app with a few added benefits, the feature empowers members with key information at their fingertips. Further enhancing the experience, I designed new product cards that communicate the benefits of each type of product, & a visual refresh aligns the feature with our PSECU digital banking system.
Prioritizing Value with Design & Research
To tackle PSECU's challenge, I collaborated within a cross-functional environment, working with stakeholders, SMEs, and analysts to understand our business goals. I performed various design exercises, including user flow diagrams and pros and cons matrices, to validate our understanding of the problems at hand.
This collaborative effort extended to exploring edge cases, sparking valuable discussions across the team. These discussions led us to step back and prioritize features that delivered the most value to both PSECU's members and its business goals. Consequently, we strategically split the mobile feature development into two phases:
Phase One: A Collaborative Approach
This first phase focused on the features that were most important to our members and to PSECU's business goals.
Phase Two: Feature Enhancements
The second phase concentrated on adding functionalities and improvements that aligned with our long-term product roadmap. This two-phased approach ensures we deliver immediate value while maintaining a clear vision for future enhancements.
Convenience at Your Fingertips
PSECU is committed to empowering their members with convenient access to the financial tools they need. Our members now have multiple ways to add a checking accounts or money markets, seamlessly within both our web app and mobile app. This expanded functionality reflects their dedication to providing an optimal banking experience, allowing you to manage your finances anytime, anywhere.
Ensuring a Smooth Transition
To facilitate a seamless handover to the development team, I provided detailed design documentation that highlighted micro interactions, and design specifications. This ensured our development team had all the information they needed to translate the desired design vision into a functional feature.
Member Feedback Takeaways
The new mobile feature released successfully to membership in early 2023. Our teams efforts continued after the initial launch and we identified opportunities to further enhance our entire product suite across both web and mobile platforms.
Member feedback was well received, with numerous feedback reviews coming in through our customer success representatives. PSECU members enjoyed having easy access to quick actions and a broader set of details product cards.
