We worked with HDFC Bank to redesign their Web application for Prepaid FOReign EXchange card.
Introduction
As a consultant I conducted a usability evaluation of HDFC Prepaid card (Forex and Gift card) web application and redesigned the web application.
The web application is intended for use by the general public, as an adjunct to HDFC branch and customer support call-centre activities.
According to the client, the purpose of the site is to:
• Enhance customer perception
• Ensure an online presence in the face of similar moves by competitors
• Provide an online reporting interface
Responsibilities
- Competitive analysis: Reviewed the feature set and design of competitor products from ICICI bank, CitiBank and others.
- Application Evaluation and Usablity receommendations: Conducted an expert review of the application and wrote a report that outlined usability issues and recommended solutions. Analysis comprised of flows, interactions, labels, icons, instructions and other elements that would assist users execute their tasks in the most intuitive and efficient manner.
- Screen Flows & Inventory: The key tasks in the application were detailed using screen flows diagrams.
- Wireframes/Screen Layouts: Once the client approved the flows, we delivered a set of click through wireframes.
- Conducted a review of visual design and UI development efforts.
Wire-frame click through for Foreign Exchange Card web application.
Static wire-frames make it difficult to explain concepts. Moreover, an interactive wire-frame lends itself as a marketing collateral that can be used independently by the client to get a buy-in from stakeholders within her organization.
Redesign- highlights
- Analysed user motivations using Cooper’s — ‘goal centred design’ methodology. This led to addition of new features to the web application which made the product more useful by tying it with the user’s workflow.
- Conducted extensive re-design of the site architecture with a clear vision of the users’ motive to visit the site.
- Existing support functions were brought up front. The visual design, ‘look and feel’ of the application was made clean yet re-assuring and gave the users a sense of trust and security.
Final Screens (click to enlarge)
coming soon …
Expected benefits of the redesign
The recommendations that follow have two main objectives with regard to HDFC Bank
- Garner new clients
- Offer better support for the existing client base
The recommendations include methodologies to implement these objectives by
- Helping the users’ complete tasks more efficiently in a shorter time.
- Designing a clean and simple interface for comfort and ease of use.
- Ensuring that users can find all the features very easily, so that the application is used to its maximum potential.
Ultimately, these will lead to faster adoption and widespread usage of the online application.As a result, this will help reduce operating costs as people will be able to perform most of their common work online instead of going to a bank branch or using customer support helpline.