I was recruited to help Backbase realise their mobile vision and teach the organisations 35+ designers on how to think, tackle and design for mobile apps. I was placed in the Business Banking team where I mentored, taught and collaborated with other designers. My main focus was designing their small business payments solution.
Often working across multiple projects and meetings daily. Doesn't want to be burdened by an arduous payment process — make it magical and simple, so it's as easy as sending an email.
Small business owner
Constantly on the go, often multi tasking throughout the day. Interested in being able to make, schedule and manage payments for their business easily without having to dedicate a lot of time to the process.
Manages a team or multiple accounts. Has to be able to create, approve and track the status of their payments. Needs a swift and simple experience to efficiently manage their accounts and fix issues quickly.
Payments across different regions
Catering for different payment types, we needed to understand each and every one of them. We used Miro to map the regions, payment types, required & optional information to understand the different requirements and combinations we’d have to support.
Real world insights
Together with our research team, we spent hours talking to users and transcribing those interviews to gain better understanding of how people think when it comes to payments. Speaking to a diverse pool of users allowed us to better empathise with their struggles and needs.
Establishing a baseline
Alongside that effort, we also started a competitor analysis library. We collected screenshots, recorded videos of their flows and annotated areas of interest to help us better design a solution that was intuitive, competitive and exceeded that market baseline.
Forming a blueprint
Leveraging our research, interviews and competitor analysis, we started to breakdown the different stages of a payment journey — which became the blueprint for our alpha solution.
With blueprint in hand, we started sketching concepts for our UI to understand complexities, what would be possible, what wouldn't and what was unique.
Never guarantee payment processing dates. Banks have different cut off times and payments scheduled in core banking in different ways
Avoid language like “Payee receives”. There are different ways to charge for international payments. Research OUR/BEN/SHA
We’ve seen many banks request additional “no dead end” actions here...consider alternate actions instead of just closing the loop here.
Learning and growing together
Staying true to our blueprint, we designed an initial concept and got feedback from our teams, product owners and managers in our weekly design feedback sessions. These sessions allowed us to iterate quickly and get a better grasp of how banks dealt with payments. Without this feedback, we wouldn't have been able to get to an alpha as quickly as we did.
Validating our journey
Partnering with Allied Irish Bank (AIB), we flew to Dublin to test out this initial concept and get feedback from small business owners to ensure we were on track to deliver something truly useful.
No dead ends
Understanding feedback & grouping themes
Feedback received proved that we were on the right track, with room for improvement. Working alongside researchers, product owners & engineering teams, we evaluated feedback received and identified problem areas in the payments journey.
Iterate, iterate, iterate
We iterated on the critical and more time consuming areas first, determined to arrive at configurable and easy to understand solution for our users.
Designing for adaptation
With the more tricky areas wrapped up, we worked closely with our engineering teams to flesh out a more detailed flow and honed in on areas of our journey that would be more “dynamic / rule based”. Understanding how the tech powering our solution and mapping out the flows here really helped tweak our solution for the multiple markets we were going to serve.
Doubling down on testing
Applying our updated components and fleshed out flows, we conducted another round of testing. We received minor feedback that we were able to address and re-test a third time before wrapping up our testing efforts. To help speed up development efforts while we worked on the feedback received, we delivered detailed flows to engineering to ensure they had all happy and sad paths covered.