Improving account security for 2.9 Million users

Launched 0 to 1 Project in 2 months

• Created a prototype of basic functionality as a reference for QA and the team.

• Launched to QA and conducted reviews with employees.

• Implemented an employee pilot, made updates based on feedback, and launched to production.

Overview

A large credit union is going through a digital transformation which includes enhancing their security. Their goal for members to have the ability to assess the strength of their online banking security and choose methods to enhance it.

The Problem

There is an increase of account security vulnerability due to having nearly 70% of members using insecure accounts.

Audience

Credit union members who experienced fraudulent activity on their account.

Team Roles

- Me: Lead Product Design Strategist
- 2 Development Teams of 2
- 1 project manager
- 1 product owner

Scope & Constraints

Deadline: The product needs to be completed within 2 months.

Budget: Tight budget constraints.

Scope Change: Early in the project, the scope was adjusted after further investigation into the requirements and discussions about feasibility with the technical team.

Requirements Review: You conducted a thorough review and clarification of the requirements.

My Process

Review Requirements

• Provided key design recommendations for core features to business and tech leads. This was then used to prioritize requirements that would be delivered to end users within our short timeline.

Create Personas

• Created rough personas to put myself in the shoes of the members.
Conducted in-depth customers experience research to understand the patterns of the user.

• Focused on using clearer language for instructions.(This willl be in the image)

Market Analysis

• Conducted a landscape/market analysis of current products and similar functionalities to understand positive and negative user experiences.

I learned that there wasn’t much to draw from, but being clear and direct with the user experience helped. Keeping the experience simple and easy to understand should reduce calls to the call center.

User Flow

• Proposed a user flow for a gauge solution the business needed for the security rating to clarify the process for members. This helped map out the desired experience and align the team.

• The team aligned on what needed to be built for the core experience of version 1.

Sketches

• Sketched potential structures of what was possible from a tech perspective for version 1.

• Made changes based on feedback from the tech team.

• Charted a clear roadmap for the project’s 2-month deadline.

Created Wireframes

• Wireframed the user’s experience to show flow and core functionality, which allowed developers to start building the backend earlier and identify potential roadblocks.

Lo-fi Design with Components

• Created low-fidelity designs and reviewed them with development team and product teams.

• Worked with front-end developers to ensure UI consistency throughout the product.

Hi-fi Components

• Designed high-fidelity components to increase efficiency and clarity for the product team.

Created High Fidelity Prototype