Mobile Check Deposit
Project
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Role
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Problem
Both customers and the business were facing numerous problems leading to the redesign of our check deposit flow. Frustrated customers were experiencing errors submitting checks, needing more information, and receiving eligibility feedback after the fact. This was causing the business an increase in check error rates, fraudulent activity, cs inbound, and ultimately churn.
With lean mvp requirements, we began collecting data around problem areas and conducting user tests of proposed updates. First we'll tackle this recently found, enormous mistake, which gives eligibility error feedback, only after the check is signed. Then we plan to test, reiterate, and improve the wholistic experience.
Goal
- Increase % of new customers who fund their account by improving RDC experience
- Reduce the rate of customer’s checks that we don’t accept
Both customers and the business were facing numerous problems leading to the redesign of our check deposit flow. Frustrated customers were experiencing errors submitting checks, needing more information, and receiving eligibility feedback after the fact. This was causing the business an increase in check error rates, fraudulent activity, cs inbound, and ultimately churn.
With lean mvp requirements, we began collecting data around problem areas and conducting user tests of proposed updates. First we'll tackle this recently found, enormous mistake, which gives eligibility error feedback, only after the check is signed. Then we plan to test, reiterate, and improve the wholistic experience.
Goal
- Increase % of new customers who fund their account by improving RDC experience
- Reduce the rate of customer’s checks that we don’t accept
Existing check deposit flow.
Phase I: Fix low hanging fruit
Why are ineligible customers signing checks to us? Why are users able to physically upload a check if they are not eligible? This low hanging fruit of messaging check eligibility down the funnel is a quick and simple patch up. Before, a user would enter our check flow, type the amount, upload images, sign the check(!!), review, and confirm, only to then receive an error message. For huge fraudulent reasons, we do not accept checks as a first time deposit on our platform.
We stopped ineligible users from accessing the flow altogether, and provided them information as to why. Experiences improved drastically with decreases in upload failures, cs inbound, and churn. Below shows the new end point added.
Why are ineligible customers signing checks to us? Why are users able to physically upload a check if they are not eligible? This low hanging fruit of messaging check eligibility down the funnel is a quick and simple patch up. Before, a user would enter our check flow, type the amount, upload images, sign the check(!!), review, and confirm, only to then receive an error message. For huge fraudulent reasons, we do not accept checks as a first time deposit on our platform.
We stopped ineligible users from accessing the flow altogether, and provided them information as to why. Experiences improved drastically with decreases in upload failures, cs inbound, and churn. Below shows the new end point added.
Blocked entry point for ineligible users.
Phase II: Upload Redesign
We discovered problematic themes in data around check uploads such as blurriness, incorrect information, fields left blank, wrong check type, no signature, and outdated checks. Our backend engineers updated their service enabling us to scan checks more accurately. With new end points, we added detailed error messages and successful capture tips.
I redesigned our instructional tutorial to contain thorough, digestible instructions and tweaked the funnel to display clear expectations around settlement dates. The PMM and I added communications around the pending process via push, email, and notification.
We discovered problematic themes in data around check uploads such as blurriness, incorrect information, fields left blank, wrong check type, no signature, and outdated checks. Our backend engineers updated their service enabling us to scan checks more accurately. With new end points, we added detailed error messages and successful capture tips.
I redesigned our instructional tutorial to contain thorough, digestible instructions and tweaked the funnel to display clear expectations around settlement dates. The PMM and I added communications around the pending process via push, email, and notification.
Phase III: Reiterative testing
To validate my hypothesis, I performed a series of usability interviews and reiterated on the design about every 3 tests. I made checks with different types of errors on them to see if the participant catches them during the instructional walkthrough designed. I chose varying ages and asked non leading questions like, "Describe how you understand this screen", and "What do you expect to happen if you click here?".
To validate my hypothesis, I performed a series of usability interviews and reiterated on the design about every 3 tests. I made checks with different types of errors on them to see if the participant catches them during the instructional walkthrough designed. I chose varying ages and asked non leading questions like, "Describe how you understand this screen", and "What do you expect to happen if you click here?".
Key Takeaways
- Every participant naturally clicked into the new mobile check deposit menu item as an entrance
- Participants with check knowledge succeeded, participants with little/no check knowledge did not
- Users don't read or follow instructions!
A gem that came up was that every participant missed the two places setting expectations around a settlement date. Other updates were clearer ux copy writing, info buttons for more context, and warning symbol to draw attention.
- Every participant naturally clicked into the new mobile check deposit menu item as an entrance
- Participants with check knowledge succeeded, participants with little/no check knowledge did not
- Users don't read or follow instructions!
A gem that came up was that every participant missed the two places setting expectations around a settlement date. Other updates were clearer ux copy writing, info buttons for more context, and warning symbol to draw attention.
Check deposit happy path.
Pain Point
During this project I learned the importance of accurate prototypes and design feedback early and often from all. A pain point I experienced during this project was when designs were signed off and handed over to engineering, a client pointed out the misuse of nav ux. I had removed this screen as an unnecessary click intending to guide the user through uploading their front check first, then the back secondly, this way the signature is the very last step. The client pointed out the need for maintaining the navigational hallway paths.
This was a quick fix and changed a lot back to the original flow. I'm thankful to have experienced this and learn to get designs in front of more stakeholders. I also set up my work flow a little differently so that this is avoided going forward.
During this project I learned the importance of accurate prototypes and design feedback early and often from all. A pain point I experienced during this project was when designs were signed off and handed over to engineering, a client pointed out the misuse of nav ux. I had removed this screen as an unnecessary click intending to guide the user through uploading their front check first, then the back secondly, this way the signature is the very last step. The client pointed out the need for maintaining the navigational hallway paths.
This was a quick fix and changed a lot back to the original flow. I'm thankful to have experienced this and learn to get designs in front of more stakeholders. I also set up my work flow a little differently so that this is avoided going forward.
Phase IV: Redesign communications
This process outlined numerous areas of opportunity to update our users post depositing a check. We identified new end points and messaging opportunities in-app as well as via email, notification, and push.
This process outlined numerous areas of opportunity to update our users post depositing a check. We identified new end points and messaging opportunities in-app as well as via email, notification, and push.
Updated internal check deposit processes.
Messaging updates across 6 different states.
Phase V: Iterations
Entry Point
A version 2 tweak we readdressed was adding a shortcut to improve discovery, since this worked well during testing. A future change would be to explore a separate check section all together, with a history, pending state, general check knowledge, and an upload button.
Entry Point
A version 2 tweak we readdressed was adding a shortcut to improve discovery, since this worked well during testing. A future change would be to explore a separate check section all together, with a history, pending state, general check knowledge, and an upload button.
Retake Button
Another version 2 change we designed was giving image feedback on the check upload screen.
Another version 2 change we designed was giving image feedback on the check upload screen.
Impact
- Increased % of new users (first 28d) who deposit a check 5x (from <1% to 5%), driving up overall account funding rates by 2-3%
- Increased % of swipers who have deposited a check in the last 30 days by 40% (from 4% to 5.5%)
The video below specifically tests a generic UI error message.
- Increased % of new users (first 28d) who deposit a check 5x (from <1% to 5%), driving up overall account funding rates by 2-3%
- Increased % of swipers who have deposited a check in the last 30 days by 40% (from 4% to 5.5%)
The video below specifically tests a generic UI error message.
