Overview
Problem
Back in 2019, opening a bank account in Brazil was very bureaucratic. Usually, the user spent a lot of time on things that were not necessary. And when we were talking about opening company accounts, it was only possible in person.
Back in 2019, opening a bank account in Brazil was very bureaucratic. Usually, the user spent a lot of time on things that were not necessary. And when we were talking about opening company accounts, it was only possible in person.
Outcome
Time spent on onboard process decreased by 30% and integration with the partner converted over 60,000 new bank accounts
Time spent on onboard process decreased by 30% and integration with the partner converted over 60,000 new bank accounts
About
Smartbank
Was designed to empower small and midsize businesses with inclusive and transformative financial solutions, using Open Banking principles
Was designed to empower small and midsize businesses with inclusive and transformative financial solutions, using Open Banking principles
Was designed to empower small and midsize businesses with inclusive and transformative financial solutions, using Open Banking principles
Was designed to empower small and midsize businesses with inclusive and transformative financial solutions, using Open Banking principles
My role
My role
Product Strategy - Senior Product Designer, End to end Visual Design + Interaction Design
Timeline
Timeline
5 Sprints, 2019 - 2020
5 Sprints, 2019 - 2020
5 Sprints, 2019 - 2020
Team
Team
Andressa Luz, UXW
Dan Mendes HPD
Wellington Saamrin B. Alves, UXR
Ricardo Ventura, VD
Ricardo Portocarrero, SPD
Understanding the context
Who are our users/personas?
Who are our users/personas?
Who are our users/personas?
Who are our users
/personas?
To understand our clients, we did several qualitative interviews with different types of small and medium business owners.
The ones below formed a substantive part of the target clients
To understand our clients, we did several qualitative interviews with different types of small and medium business owners.
The ones below formed a substantive part of the target clients
To understand our clients, we did several qualitative interviews with different types of small and medium business owners.
The ones below formed a substantive part of the target clients
To understand our clients, we did several qualitative interviews with different types of small and medium business owners.
The ones below formed a substantive part of the target clients
Journey Mapping
Journey Mapping
Journey Mapping
Using needs from our users, data from one-on-one discussions with stakeholders, surveys, and customer evaluations of other financial products, I organized my observations and categorized them using a user journey map.
Using needs from our users, data from one-on-one discussions with stakeholders, surveys, and customer evaluations of other financial products, I organized my observations and categorized them using a user journey map.
Using needs from our users, data from one-on-one discussions with stakeholders, surveys, and customer evaluations of other financial products, I organized my observations and categorized them using a user journey map.
Using needs from our users, data from one-on-one discussions with stakeholders, surveys, and customer evaluations of other financial products, I organized my observations and categorized them using a user journey map.
Sketch it out
Wireframes
Wireframes
Wireframes
Looking at our clients, the journey I was ready to make some mid-fidelity wireframes with the Account Squad
I focused on two core features.
Looking at our clients, the journey I was ready to make some mid-fidelity wireframes with the Account Squad
I focused on two core features.
Looking at our clients, the journey I was ready to make some mid-fidelity wireframes with the Account Squad
I focused on two core features.
Looking at our clients, the journey I was ready to make some mid-fidelity wireframes with the Account Squad
I focused on two core features.
1 Creating the SB ID
1 Creating the SB ID
1 Creating the SB ID
To open a bank account with Smartbank our clients have to create an identity first. One identity could have multiple accounts in the future.
To open a bank account with Smartbank our clients have to create an identity first. One identity could have multiple accounts in the future.
To open a bank account with Smartbank our clients have to create an identity first. One identity could have multiple accounts in the future.
2 Setting Up the account
2 Setting Up the account
2 Setting Up the account
Essential details required to create the bank account
Essential details required to create the bank account
Essential details required to create the bank account
Meanwhile…
Meanwhile…
Meanwhile…
At the same time we were designing the onboarding, we needed to make some adjustments to the brand design and components to start the design system
At the same time we were designing the onboarding, we needed to make some adjustments to the brand design and components to start the design system
At the same time we were designing the onboarding, we needed to make some adjustments to the brand design and components to start the design system
At the same time we were designing the onboarding, we needed to make some adjustments to the brand design and components to start the design system
Solutions
Presenting
Presenting
Presenting
After some back and forth with the team and some guerrilla testing, we were ready to present the solutions
After some back and forth with the team and some guerrilla testing, we were ready to present the solutions
After some back and forth with the team and some guerrilla testing, we were ready to present the solutions
After some back and forth with the team and some guerrilla testing, we were ready to present the solutions
SB ID
SB ID
SB ID
Setting Up the Account
Setting Up the Account
Setting Up the Account
Evolving
Can we make it better?
Can we make it better?
Can we make it better?
Design is never supposed to be finished, so we look at how to improve it. To do that, the team needs to fully understand how everything was connected, with this idea in mind, we did a Service Blueprint
Design is never supposed to be finished, so we look at how to improve it. To do that, the team needs to fully understand how everything was connected, with this idea in mind, we did a Service Blueprint
Design is never supposed to be finished, so we look at how to improve it. To do that, the team needs to fully understand how everything was connected, with this idea in mind, we did a Service Blueprint
Design is never supposed to be finished, so we look at how to improve it. To do that, the team needs to fully understand how everything was connected, with this idea in mind, we did a Service Blueprint
What do we discover?
What do we discover?
It's about experience, not just design!
It's about experience, not just design!
It's about experience, not just design!
It's about experience, not just design!
1 Improve page load
1 Improve page load
In the test, we detect the necessity of improving the connection between the APIs that make the onboarding possible.
In QA, we saw the need to improve the connection between the APIs to make onboarding loading time as fast as possible.
In QA, we saw the need to improve the connection between the APIs to make onboarding loading time as fast as possible.
In QA, we saw the need to improve the connection between the APIs to make onboarding loading time as fast as possible.
3 Soften the language
3 Soften the language
We did change the way we present the contract to the clients to have bullet points and a more informal language
We did change the way we present the contract to the clients to have bullet points and a more informal language
2 Communications
2 Communications
We made adjustments to the rules to be more linear and efficient regarding mails, sms and pop-ups notifications
We made adjustments to the rules to be more linear and efficient regarding mails, sms and pop-ups notifications
4 Reduce the amount of pages
4 Reduce the amount of pages
We ask questions for legal and business teams and it was possible to take of some pages from the experience
We ask questions for legal and business teams and it was possible to take of some pages from the experience
Final Designs
SB ID
SB ID
SB ID
The concept was to keep it simple and channel the customer's attention toward a few actions per screen.
The concept was to keep it simple and channel the customer's attention toward a few actions per screen.
The concept was to keep it simple and channel the customer's attention toward a few actions per screen.
The concept was to keep it simple and channel the customer's attention toward a few actions per screen.
Setting Up the Account
Setting Up the Account
Setting Up the Account
Focus on readability, improving retention, and reducing the confusion in what to do.
Focus on readability, improving retention, and reducing the confusion in what to do.
Focus on readability, improving retention, and reducing the confusion in what to do.
Focus on readability, improving retention, and reducing the confusion in what to do.
There's more if you want to:
There's more if you want to:
If you like what you see and want to work together, get in touch!
If you like what you see and want to work together, get in touch!
If you like what you see and want to work together,
get in touch!
If you like what you see and want to work together,
get in touch!
If you like what you see and want to work together,
get in touch!
If you like what you see and want to work together,
get in touch!
If you like what you see and want to work together,
get in touch!
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