Mobile Banking Payments & eBills
“How might we create a seamless and intuitive payment journey for both retail and corporate clients within the CSX mobile app, ensuring efficiency and user satisfaction?”
Company: Credit Suisse
Role: Co-Designer
Toolkit: Figma
Device: Mobile
The challenge
For this project, we were tasked with creating a seamless payment journey for the native part of the CSX mobile app. We conducted user research to understand pain points in our current mobile payment journey and used the insights to create a user-centered design that allows users to complete the payment process quickly and efficiently. Additionally, our goal was to migrate the current existing eBill journey (external) and integrate it into the native part of the bank’s mobile app. This migration involved streamlining the approval process to ensure it was consistent with the rest of the app's design and aligned with our upcoming branding guidelines planned for implementation by 2024.
Project goals
Migrate the existing eBill journey (external) into the native part of the bank’s mobile app.
Streamline the eBill approval process within the CSX mobile app.
Ensure the new payment journey aligns with our current and upcoming branding guidelines.
Incorporate advanced payment options for corporate clients without compromising simplicity for retail clients.
Enhance the user experience by integrating beneficiary logos into the payment process.
My contribution
Executed comprehensive research on competitors to grasp industry standards and uncover areas for enhancement.
Developed a high-fidelity prototype to vividly represent the new payment journey and solicit early feedback.
Prepared for usability testing by establishing key metrics, designing test scenarios, and helping define the client profile.
Integrated user feedback from usability tests to refine and optimize the design.
Current payment view
Our current mobile payment view utilizes the brand’s signature black theme and is developed in a responsive web view format. While functional, this approach has presented several challenges in terms of user experience, particularly in ensuring a seamless and intuitive payment process for our diverse user base.
Competitors analysis
I dived into competitor research to understand what others in the industry were doing, pinpointing where we could improve and innovate to make our CSX mobile app’s payment journey more efficient and user-friendly.
