The Problem
Following PSECU's new Banking Application launch in early 2021, the legacy app's Spending Tracker, which offered members a high-level visualization of account activity, was missed. This missed feature reflected CX team with high volume of calls and tickets coming in, requesting its integration into the new banking app.
The Solution
Launched across both web and mobile apps, our revamped Spending Summary feature empowers members with seamless cross-device financial management. It provides a clear, visual breakdown of spending by category, enabling our members to effortlessly identify potential cash flow issues and take timely action. As a key design lead, I championed a vision that simplifies how members understand their spending and organize transactions in a way that truly benefits them.
Researching Problem Space
I brought together key stakeholders to reevaluate previous the Spending Tracker feature. Key questions guided the discussion: Did we need to reinvent the wheel? Did the existing design align with our digital-first vision and user needs? Collaborative exercises with Voice of Customer and development teams to identify strengths, weaknesses, and user priorities. This collaborative effort provided challenges and exciting opportunities, laying the groundwork for a revitalized Spending Summary feature.
Stakeholder Value Mapping Exercise
Increasing Customer Engagement
Within just two months, PSECU's newly launched Spending Summary feature surged our mobile application engagement and interaction by 55%. Our members seemed to interact the most with our month selection, actively monitoring their cash flow.
Planning the future of Spending Summary UI
Our success of Spending Summary allowed our product team to create a small backlog of feature enhancements that weren’t quite ready when we launched Spending Summary. The feature already had the back-end infrastructure needed to support our future enhancements such as Net Worth tool, planned to launch as a new sub-feature within Spending Summary later in 2024.
Takeaways
This latest feature update lays the foundation for a lasting and valuable addition to our membership's banking experience.” PSECU is simplifying financial planning and furthering our Digital First Banking model of making a difference in our members lives.
