Hakan Isik | Portfolio

Project Definition

ING Bank Turkey has been using the same mobile app since 2011. Technological developments together with the change of user needs pushed us to design a new mobile application from ground to up. Currently the new app is being developed and the launch is planned as the first quarter of 2016.

My Role

I was part of the mobile banking development team as lead user experience designer & researcher. Team consists of 26 developers (ios, android and windows), 12 analysts 2 usability specialists and 1 visual designer. I participated the project after the 3rd party visual design agency was selected. I moderated the usability testings, reported the results to executive commity of the company. Based on my reviews, parts of project which needs to be improved were redesigned. Also I was responsible for the decision of transaction pages’ process flow.

Problems

ING customers use 3 applications for banking: Internet banking, ParaMara app (Wallet) and mobile app. Internet banking and ParaMara were redesigned in 2014 while mobile app was still the same. Hence this caused the mobile app become apart in 3 ways.

Different focuses

Internet banking is focused on financial summary of the customer. When customer logs on, he/she sees the total amount of money she/he has.

The second app ParaMara (Wallet) is focused on money witdrawal, transfer and deposit. On the other hand mobile app is still transaction centered. Users can’t see anything but a transaction menu as the landing page.

Visual Design

Current software was developed in 2011 and has not been improved visually. This causes the look&feel of the application become apart from other products of ING.

User Needs

Customer needs has changed since the usage of smart mobile phones increased magnifically in Turkey but the applications remained the same.

Objectives

Defined problems, user research and workshops guided us to understand user needs. Our aim was to create an application that both solve these problems and enable to adapte any changes in future.

We listed our objectives below:

User Dashboard

Showing the users their financial summary after logining in first (also before login if user approves) and guiding him to transaction pages whenever they need.