IndusInd Bank – My Account My Number
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Transcript of IndusInd Bank – My Account My Number
IndusInd Bank – My Account My Number
https://myaccount.indusind.com/
Project Description• IndusInd Bank comes with a first-of-its-kind offering that allows you to open a Savings
account online, with the freedom of personalizing your account number and debit card.
• This involves an online form completion process, wherein the user has to provide basic details, customize the account number and debit card, customize his account, choose the branch, upload the document and fund the account.
Context: IndusInd Bank wants to build a unique brand proposition by not only allowing the user to open the account online, but also personalize it.
Core Steps in the Online Application Process
LoginCustomize –
Account number & debit card
Customize account type Choose Branch Upload
documents Account funding
Personas – Target Audience AnkitMale20 YearsCollege Student
Aspirations• Higher Education• Good career• Vacations abroad• Own a car and a house
• Wants to open a saving accounts • Education loan for higher
studies• Regular bank deposits &
withdrawals• Doesn't like visiting the physical
branch
Banking needs
RashmiFemale34 YearsHousewife
Aspirations• Child’s education• Husband’s promotion• Vacations abroad• Own a big car and a house• Savings for old age
• Is looking to open a new account which is easy to remember
• Enquiry for student loan for her son
• Regular savings account• Bank deposits & withdrawals• Does not have time to visit the
branch
Banking needs
DeepikaFemale28 YearsHR Manager
Aspirations• Getting a higher designation• Purchase a car• Build a house
• Personal banking• Currently looking to open a savings
account with minimum fuss • Travel and Health Insurance• Car and Home loans• Corporate business transactions
Banking needs
VivekMale42 YearsBusinessman
Aspirations• Children’s education and family• Expand the business• Explore new business
opportunities • Build a house, protection of
family• Planning retirement
Banking needs
• Personal banking• Doesn’t have time to visit the
branch • Investments in business• Travel and Health Insurance• Corporate business transactions
Summative Usability Test
To evaluate a product through defined measures such as task completion, time on task, error rates, and user satisfaction
PrototypeHigh fidelity prototype
WireframesCreating detailed wireframes for different user journeys
Information ArchitectureDefining task and grouping of information based on the user profile identified
Defining User JourneysIdentifying target audience and creating personas
Requirement GatheringUnderstanding business objectives from various stakeholders
UX Process
• Summative UT – Objectives– Evaluate the navigation, task flow, interaction, content, presentation
and page-level design of the site – Identify current issues and evaluate opportunities to improve the user
experience– Identify issues for further examination during UT
UX Process – Validating our designs
Summative Usability Test
Prototype
Wireframes
Information Architecture
Defining User Journeys
Requirement Gathering
To evaluate a product through defined measures such as task completion, time on task, error rates, and user satisfaction
• UT Methodology
User Personas
User Split
Business Scenarios
Recruiting Users
Conducting Test
Analysis
Report
• 16 users • 90 minutes test session • Test end-to-end flow
• Selecting the account number of your choice• Process of personalizing your debit card• Process with reference no. and OTP• Selecting the account and debit card type• Confirming address and ID proof• Opening an account online versus visiting the branch
• Qualitative Interview• Post Test Discussion and Ratings
UX Process – Summative Usability Testing
2 Student
1 Housewife
6 Professional
6 Entrepreneur
• UT Methodology – Usability Lab
UX Process – Summative Usability Testing
• Equipment (As Required)• PC, Camera, Microphones
• Recoding user behavior• Sessions were recorder using Morae recorder• How user interact with the website• Users were asked to ‘Think out Loud’
• Observation & Control Rooms• Observers were taking live notes using Morae
observer• Screen sharing for remote observers
• Analyze the findings• Findings were analyzed and documented using
Morae manager
• Report – Task Based Performance Ratings
UX Process – Summative Usability Testing
Total average of 16 participants on a scale of 1-4
(1 being the lowest and 4 being the highest) 3.68
Overall Rating
• Report – Overall Experience
UX Process – Summative Usability Testing
Opening an account online versus visiting the branch
3.93
Overall navigation and ease of use for opening the account online process
3.87
1 Not Easy at All
4 Very Easy
• Never before seen concept• Overall extremely impressed and also very easy to do something like this online.• Very easy to navigate and easy to remember
• Key Features
Innovative User Experience
User can choose the account number of their choice
User can personalize the debit card the way they want
Can upload the documents online User can also fund their account online by paying
Project Metrics
Post launch, from April 27, 2014 – June 03, 2014
1344 Users
207Accounts
Visited the site Have been successfully opened
account online
Source: Google Analytics
Sample Wireframes
Choose account number
https://myaccount.indusind.com/
Sample Wireframes
https://myaccount.indusind.com/
Personalizing debit card
Why we deserve the UXie? • Hear it from them
Rakesh(Entrepreneur )
• Even though the process is a bit lengthy but actually its explains everything and feels safe• Overall concept is very interesting and innovative• Personalizing the card option is very good• Returning next time concept is also good, it saves at every step
• Would prefer to open the account online• Very easy process• Best part is avoid queues and hassle to go to the branch• Not too many screens to go through
Mehek(Professional)
• With personalization of card one feels empowered and connects with their daily life• Very unique• It should not be difficult for anyone• Uploading documents online is preferred as well as paying online
Anamika(Entrepreneur )