Bank Central Asia (BCA)
Jakarta, Indonesia
Role: UI/UX designer
Skill: UI/UX design, research, user interview
Context
I was one of four designers and one lead designer that were working to revamp the mobile and desktop interface and experience design of Bank Central Asia (BCA). Through this project, we were hoping to introduce a more modern visual and experiential approach to banking from the point of views of users and regulators.
Problem
Prior to the revamp, BCA’s website were proven to be a comprehensive hub for both regular users of any age as well as regulatory instances. However the way the information was categorised and sorted out made users and regulators feel lost in the sea of information.
Goal
To create a well-organised and visually attractive interface that will allow users and regulators to have a delightful and meaningful experience
Research
I conducted both primary research, in the form of user interview, as well as secondary desk research.
For the primary research, I conducted a one-on-one, in-person interviews with users from the age of 20 to 65. We chose this specific age groups because almost 90% of BCA’s users are of that age range. During the interview, we were assigned into pairs, taking turns as the interviewer and note-taker. This let the interviewer to focus on actively listening and gathering insights whilst the note-taker captured the interviewee's responses and behavioural observations.
This interview resulted in varying slices of insights, such as the addition of a “scroll to bottom” button to prompt users to view more items/elements on the homepage and accessibility features (colour contrast, text sizes, etc).
For the secondary research, I looked at our competitors’ and other websites. We took note of what they have done well and can improve. We looked at other banking websites such as Maybank, Mandiri, and even non-conventional digital banking websites such as Revolut.
Moreover, we also looked at other websites that might already employ an effective UI/UX pattern. An example of this was the decision of putting “Mau cari apa hari ini?” search box on the homepage. This was influenced largely by Google’s search box on their homepage. This search box allows user to get to their destination page within seconds as well as allowing new users to discover new products that the search box suggests.
Whilst I'm unable to show the user research artefacts or synthesis here, a good chunck of what we found during the user testing session made
Stakeholder Communication
Throughout the design process, we also had the chance to gather further requirements from each department and product owner at BCA. This translated into setting up weekly meetings with different departments and product owners, discussing what their product is like.... what they would like to highlight, the different ways users can reach out to a specific team, and other cross-selling strategies they would like to employ on their page.
Besides that, we also had a session with the GCG team whilst designing the page for regulators. We learnt the different approach in presenting information for regulatory purposes.
Final Design
One of the features that I was in charge of was the exchange rate page. This proved to be a challenging page to design because there were many different elements, namely exchange rate calculator and two different kinds of exchange rate, which needed to be placed in a visually appealing and intuitive.
This includes the decision to make the exchange rate calculator to stick on the right side as user scroll through different currencies.
Measuring Impact
Our new design is Web Content Accessibility Guidelines (WCAG) compliant, which means that users with disability can now access the website with ease. From the business perspective, this website allows most-searched products to be displayed on the forefront of the website, through the new search box and the Promo section underneath.