UX Case Study : Bank Jago
Disclaimer:
This project is part of UI/UX Training Program which was held by Ministry of Communications and Informatics (Indonesia) in collaboration with Skilvul and Jago as a challenge partner. I neither work for nor in contract with Jago.
In the middle of this year, I attended a UI/UX design class which was held by Skilvul X Digital Talent Scholarship by Ministry of Communications and Informatics (Indonesia). The participants were divided into several groups based on the challenge they had chosen, as for me, I chose UX Challenge to create a design for one of Jago’s feature: Jago Last Wish.
Background
Jago is a finance application that simplifies money management, allowing their customer to collaborate and share their financial plannings with families or friends. One of the collaboration feature that Jago wants to have is Jago Last Wish — a feature to help last wishes comes true before/after one passes away.
Objectives
- To find out user needs when creating last wishes on online platform.
- To find out user behavior during creation of last wishes online.
- To validate the prototype design in terms of : usability, simplicity and user satisfaction regarding the Last Wishes feature.
Team Roles
In collaboration with Farhan Kurniawan, together we brainstormed the flow and design the wireframe and prototype in Figma.
Design Process
Design process is a process of developing a design solution, breaking down abstract solution into details to fulfill requirements or specifications.
Empathize & Define
Empathize is to understand our target customer motivations and perspectives, then address the problems they face. After we step into our target customer’s shoes, then we can define their core problems by putting together all of the information and analysing it. Based on the problems we observed or heard about, then we come up with questions for how you might solve them.
In Jago case, we are given the customer segmentation and their pain point that Last Wish feature trying to solve. Based on the description, we identify the problem and come up with a solution: How might we make the process of Last Wish is easy, simple, and secure.
Ideate
Now that the problem is apparent, our next step is brainstorming the solutions to reach the goal “How might we make the process of Last Wish is easy, simple, and secure”. In this phase, we come up with the must have tasks and prioritize them.
After that, each of the team member create a sketches using Crazy 8’s method. Crazy 8’s is a method to challenge all the team members to sketch eight distinct ideas in eight minutes. In this case, we sketched 8 ideas according to the prioritized idea.
Prototyping
After creating the sketches, we breakdown the flow into details and create user flow diagram.
The next step is creating low-fidelity version of the intended solution and improve it over time.
Low-Fidelity Design
High-Fidelity Design
Testing
After finishing the prototype, the last step we should conduct is User Testing. We use :
- User Task Analysis method — a method to observe user behavior by interviewing them and recording the actions they take to complete a certain task or flow within our website or app.
- Single Ease Questions — a popular UX metric, a 7-point rating scale to assess how difficult users find a task.
In this case, we have a respondent: male, 27yo, work as a Software Engineer and live in Bandung.
Conclusion
According to the feedback from respondent, it would be good for the prototype to have:
- Show the matches user in search fields without clicking the search button
- Add digital signature for heirs who is not Jago user
Recommendation
According to the interview, respondent suggest that it would be better if there is a feature where user can have a consultation with a lawyer or profesional financial consultant.