Scheduled payments
Newcastle Permanent
Scheduled payments offer a convenient way for users to automate bill payments, transfers, and other financial transactions, reducing the risk of missed payments and late fees. This case study outlines the design process for integrating a Scheduled Payments feature into a newly designed native banking app, focusing on improving user experience (UX) and customer satisfaction.
My Role: UX research, UX design, UI design
Team: UX designer, UI Designer, Business Analyst, Product Owner
Time: 4 weeks
Challenge
Develop a feature that seamlessly integrates scheduled payments functionality into a new revamped banking app, allowing users to automate and manage their recurring transactions efficiently. The solution should offer flexibility in setting up various types of payments, including account transfers, pay anyone, Osko and BPAY payments.
Scheduled payments - App screens
Research
Beyond existing scheduled payment functionality, analysis was conducted by examining competitor implementations, including ING, Qudos Bank and CBA. Key findings were;
Scheduled payments were displayed at an account level for ING, Qudos and CBA, and at a customer or aggregated level only for Qudos and CBA.
CBA displayed upcoming scheduled payments progressively based on time - next 7 days, next 30 and up to 180.
Scheduled payments for ING, Qudos and CBA.
Requirements included the ability to search, display, view details, edit and delete scheduled payments.
After pulling existing customer usage stats, search functionality was de-scoped as customers had an average of 3 active upcoming scheduled payments.
Copy functionality was also considered but de-scoped due to time and resourcing constraints.
Design Process
Wireflows were generated based on presenting scheduled payments in an aggregated fashion, based on the rationale that customer mental models would think of scheduled payments from a chronological perspective, rather than a categorical one. Accessing scheduled payments via individual accounts was considered but de-scoped for initial launch.
Creating new scheduled payments leveraged the existing transaction patterns and UI used for scheduled and one off Transfers, Osko, Pay anyone and BPAY payment types.
A FAB CTA was also used on the main scheduled payment upcoming list screen.
UX flow - Scheduled payments
Access to scheduled payments was also given prominance on the logged on dashboard above Accounts. Various ui patterns were explored such as exposing upcoming payments in an expandable widget.
UX flow - dashboard widget
Solution
The final design was kept as simple as possible, prominently displaying the scheduled payment CTA on the dashboard, and linking through to a divided list of upcoming and completed scheduled payments.
UI screens - Scheduled payments
Next steps…
Further enhancements to scheduled payements would extend the functionality to;
Add alert badge UI to Scheduled payment card on dashboard
Next account functionality - automatically use backup account if default transaction account has insufficient funds, thus avoiding payment failures.