Chase and Zelle integration.

Overview

Personal experience and research revealed the need for Zelle integration in the Chase app to be improved, because the current process for accessing its many functions is complicated and deters clients from using it. In this project, I worked to solve this process by compressing and organizing information display.

Audience

Bank clients, Zelle users, other money transfer app users, and Chase bank 

Challenge

The current access to Zelle, in the Chase app, makes the process for transferring money, sending requests and viewing activity cumbersome and lengthy. Users are required to navigate through the the bank app to perform different tasks on Zelle because the functions are not readily available in one place.

Solution

By creating a designated Zelle portal, users can access all the functions of transferring money, sending requests and viewing activity all in one place without having to click around the Chase app.

View Prototype

Tools

  • Figma

  • Google Forms

  • Google Slides

  • Google Docs

Role

  • UX Researcher

  • UX Designer

  • UI Designer

Deliverables

  • Competitive Analysis Report

  • Personas, Site Map

  • User Flows, Sketches

  • Low-Fidelity Wireframes

  • Digital Wireframes

  • Low-Fidelity Prototypes

  • Branding

  • Usability Testing Report

  • High-fidelity Prototype 


Process

Discover

Define

Develop

Deliver

Discover

The research process for this project was divided into three parts.

Part one: Competitive Analysis

First, I reviewed similar money transfer apps including Venmo, Cash app, Apple Cash and Paypal.

  • familiarized myself with the different processes of sending money through these four platforms to understand the full experience of users, and highlight the most important aspects of the process

  • collected a list of similar elements that are effective in accomplishing a task and collected evidence on the motivators and pain points of using each platform

  • reviewed reports of financial institutions and private research that provided me with direction of who my target audience is based on online banking usage data.

Part two: Survey

Next, I conducted a user survey that was shared with a diverse group of individuals between the ages of 18-34. According to my research, the age group is leading in online banking, meaning that they would likely be familiar with Zelle and the Chase app. The survey contained 12 questions relating to their familiarity and usage with money transfer apps.

Part Three: Interviews

Lastly, I performed follow up interviews. The individuals selected for this part of the research were chosen based on their answers on the survey relating to using Zelle via their bank app. During the interview, I obtained clarifying information on their experience and how they would suggest improvements. This allowed me to organize the hierarchy of elements in the project to develop a MVP.

  • 4 out of 6 participants stated that their experience using Zelle through the Chase app was unsatisfactory.

  • 3 out of 6 mentioned that Zelle integration is complex and deterring.

Research Findings

Initially, I was seeking to solve the problem of sending money on Zelle, through the Chase app, easier and quicker however, However, as I began to collect data from real users, I noticed a trending problem that needed prioritization. This required me to shift the direction of the project to focus on better integration to allow users to perform a number of tasks in one designated place. Survey results reflected a negative experience using Zelle because

  • it is poorly integrated in the Chase app

  • users needed to click in and out of several tabs

  • the process of using the platform is inefficient

The image below reflects the process for accessing different functions on Zelle. They can be accessed through “quick actions” shortcuts that are only available if users have tailored to their needs. Pay & transfer tab shows different actions that users can click in/out of to perform. Send money tab only allows one function.

Define

Personas

Based on the market research, survey results and interviews I created three personas that reflect the top three Chase app and Zelle users. Each of the personas highlight motivations and pain points specific to their lifestyle that requires the use of Zelle or its competitors.

User Stories

After defining the user motivations and pain points,  I compiled a list of user stories that deliver an effective solution to Chase app users. 

  • As an online banking user I want to manage my transactions so that I can perform my job efficiently.

  • As a digital wallet user I want to make quick transactions so that I can pay my friends and get paid immediately.

  • As a busy mom I want to send money for savings without having to learn a new online process.

  • As a busy mom I want to view my activity so that I know if I have sent my money for safe-keeping.

  • As a group traveler I want to split expenses so that I don’t end up paying for everyone else.

User Flow

In correspondence to my user stories, I created a flow that reflects the process for viewing transaction activity, sending money and sending requests all in one tab integrating Zelle to the Chase app. Creating a flow helped me define the scope of the project MVP.

Develop

Sketches

Creating rough sketches based on my user flow allowed me to brainstorm solutions that respond to user feedback collected during the research phase.

Digital Wireframes 

The digital wireframes provide a visual understanding of the project based on the research conducted and user needs. It also served as a reminder to work within the structure of the current Chase app and  not try to reinvent it all.

Low-fidelity Prototype 

The objective was to test the flow and define changes that needed to be implemented in the next iteration. 

Lofi Prototype

First Iteration

  • Created a designated tab for Zelle on the Chase app that opens to all functions

  • Same process for sending/requesting money; at the end, users can click corresponding action button according to the task.

Second Iteration (used for testing)

  • Created a filter option for transaction activity (image 2, top left)

  • Separated the process for sending and requesting money to prevent error clicks

Deliver

Usability Testing

Performing usability testing to improve user experience and test viability of the solution. Participants were asked to complete three tasks with the new integration of Zelle in the Chase app.

  1. Can you show me how you would send money to a friend using the Chase app? 

  2. If you want to view your sent requests on Zelle, where can you find them?

  3. Can you take me through the process of viewing Zelle transfer activity on your bank app? 

Findings

As a result of usability testing, three two key findings stood out.

1.The activity page did not distinguish the type of transactions on the activity summary page. This was a slight oversight that could easily be solved impacting the overall experience.

Before

After

2. Date should be auto-filled when making requests. By implementing this change, it supports the overall goal of simplifying the process. 

Before

After

High-fidelity Prototype

In this iteration I have implemented the suggested feedback received during usability testing. I have also refined the design into a more cohesive version of the lofi-version.

Takeaways

  • The beginning problem may not always be the one that needs solving

  • Performing detailed research can discover a new scope as part of the main problem 

  • Redirecting work can lead to a better solution that actually impacts user experience 

  •  Do not try to reinvent the wheel, sometimes solutions just require fine tuning what already exists

Next

Day Plan