UX Research Portofolio: Redesign BCA M-Banking App
Just 23 years old trying to unlocked new skills
Hi guys, it’s been a long since I wrote my last copy. Today I want share my UX Research Portofolio. Sadly I’m a little busy with my office work, bootcamp and college, therefore make me lack of writing. But I promise will write again as soon as possible. I did this research with my bootcamp friend, Greace Xaveria.
Who are we?
Me and Greace are student who is taking part in the UI/ UX Design Bootcamp at dibimbing.id in the past two months, we have been busy exploring our skills in the field of UX Research. Therefore, this copy will tell a lot about our process in conducting user-centered design-based research with qualitative (in-depth interview) and quantitative (Comparative survey) methodologies in solving problems faced by BCA mobile banking.
Introducing BCA m-banking
BCA Mobile Banking is an online banking application based on apps with a total of 18.75 million customers (December, 2021). The massive number of M-Banking BCA users driven by the growth of online-based transactions has made this application one of the basic daily applications for some people. Seeing the importance of BCA Mobile Apps for daily life, me and Greace decided to choose BCA Mobile Apps in this UX Research.
Current BCA m-banking
As a BCA Mobile Apps users, we want to do research to avoid subjectivity regarding the main problems that must be resolved in conducting this BCA Mobile Apps research plan.
By looking at reviews from the Apps Store and Play Store, we can see several problems that are often highlighted in BCA Mobile Apps, such as outdated UI design, not user-friendly (fonts and styles), difficulty in processing transactions and features that are not up to date ( login method, transaction method, finger print, face recognition and online payment).
Objective
Business Goal
By conducting this research, it is hoped that the following results will be obtained:
- Improve application review results on Google Playstore & Apps store to improve company image
- The increasing number of transactions made online through M-Banking BCA
Research Goal
- Knowing the appearance preferred by the user for the convenience of using the application
- Understand how users process transactions at BCA M-Banking, both interbank transfers, interbank transactions, virtual accounts, top ups and other online transactions
- Find out what features are needed by the user for ease of transactions
- Evaluating the pain points experienced by users in using the BCA M-banking application
Research Question
Some general questions that will be asked of respondents regarding the BCA M-banking application are as follows:
- Have you ever used BCA Mobile Banking as a payment method for online transactions?
- Why did you choose the payment method via BCA m-banking over other methods?
- Have you ever had difficulty using BCA m-banking as a payment method?
In your opinion, what are the advantages and disadvantages of BCA m-banking as a payment method? - What do you think about the BCA m-banking design?
- In your opinion, what should a good financial application look like?
- In your opinion, are there any features of BCA m-banking that need to be improved?
- What do you expect from the latest appearance and features of m-banking BCA?
Methodology
Greace and I used 2 methods to answer our research question:
Qualitative — In Depth Interview
Because the purpose of this research is to evaluate the BCA m-banking application that has been running for a long time, to find out the phenomena or problems that users face when using this application (attitude), the method used in this application is the Qualitative Method by interview (in depth). With this method, general and evaluative data can be obtained simultaneously.
Quantitative — Comparative Survey
In addition to qualitative in depth interviews, another method that we used is quantitative research by means of comparative surveys with comparable applications (fintech apps) which are often used by users in daily activities to see user tendencies. This survey was conducted to seek more detailed and specific information by providing a form for users containing comparisons of features, user flow, design and so on.
Research Process
Participant
- Screening Question
For the In Depth Interview method, before conducting the interview, a screening question was conducted for 5 users with the following criteria:
1. Age 18–40 years
2. Have you ever used BCA m-banking as a payment method?
3. Doing online shopping in a month
- Random Sampling
As for the comparison survey, we chose random sampling of 10 users who have used BCA and other fintech applications.
Timeline
For the work timeline, it takes 2 months consisting of the process of making a research plan, user research, DIS research, analysis, reporting process and design and presentation.
Expected Outcome
From this research, we expect some outputs which consist of:
- User Persona
- Empathy Map
- Journey Map
- Group of Opportunities
- Draft Design
Research Result
Quantitative Survey
As a comparison and evaluation data, a survey was conducted on 10 participants who are students, fresh graduates and office employees aged 18–35 years who live in Greater Jakarta. From the survey results, 50% of them use BCA m-banking as a payment method with a frequency of 3–5 online transactions per month.
Key Finding
As comparison data, we use several competitors such as BRI m-Banking, BNI m-banking, Bank Jago, & Livin by Mandiri with comparison variables in the form of appearance, convenience, features, and comfort.
Based on the survey data obtained, we conducted a comparative analysis using a Likert scale with the following scores:
- Rank 1 X 5 Points
- Rank 2 X 4 Points
- Rank 3 X 3 Points
- Rank 4 X 2 points
- Rating 5 X 1 point
According to the survey results, it was found that for appearance, BNI ranked first, followed by BRI (Bri-mo). Then for convenience, BCA ranks first, followed by BNI. For features (finger print, Face ID, etc.), BNI is considered superior. As for the convenience level of transactions, BCA is ranked 1 compared to other applications. Overall, BCA has the highest score than any other fin tech.
Qualitative — Interview with Respondents
Our group conducted qualitative research in the form of interviews with the topics:
“How is the user experience with the BCA m-banking application?”
This interview was attended by several respondents who use the BCA m-banking application as a digital payment platform.
- Knowing how the user experience of the BCA m-banking application
- Knowing the complaints and problems they face
- Knowing user expectations for the BCA m-banking application
Key Finding
Based on these 3 big questions, our group concluded that the respondents’ experiences and feelings were quite satisfied with the BCA m-banking application. However, there are several resolutions that respondents expect such as a more attractive UI, features that make it easier to log in such as fingerprints and the addition of payment features for international applications.
Affinity Diagram
From the results of our qualitative research, it can be found that some data are grouped based on problems that are often found by users.
Result
- User Persona
From the data that has been collected, two user personas are formed that represent each user’s needs.
- Customer Journey Map
In addition to user personas, Customer Journey Maps are also formed that show what the user’s goals are and their level of satisfaction when using our application through the various channels involved.
Conclusion
From the results of this UX Research study, it can be seen that users with unstable incomes (18–35) use BCA m-Banking more as a payment method in some e-commerce. They use the BCA m-banking application as a tool for Top Up e-wallet which offers many promos when making transactions in the e-commerce. Several things that make users comfortable using BCA m-banking are the ease of transactions, a simple display, security, privacy that is maintained and the stability of online transactions for a fast time. However, due to the presence of new competitors in the fin-tech field, users also want BCA m-banking to have a more modern, beautiful interface, with advanced features (Face ID, Fingerprint) that can facilitate the transaction process. With this research, it is hoped that the opportunities that arise can bring the development of BCA m-banking to a better direction.
Thank you for reading my first UX Research. I still have a long way to go to achieve masters in this field. However, I always challenge myself not to be complacent and keep learning. Feel free to discuss by reach me in aldikurik@gmail.com. Once again, thank you!
