Overview
Four years after launch, Pingit engagement and appeal with non Barclays customers plateaued. To reignite engagement and growth, business sought to rebrand with a new market position and refresh the user experience.
The design team I had recently formed and led was tasked with redesigning the experience and developing a new visual identity as part of the rebrand.
role
Design Director
Company
Barclays / Design Office
period
2014 - 2016
Process
discovery
Multiple discovery activities as an expert review, qualitative user research, analytics review, app store reviews analysis and online surveys, highlighted few key issues:
Disjointed, clattered payment journeys
Lengthy, laborious onboarding
Textual, impersonal look & feel
Design
In response to these, multiple solutions were considered leading to few prioritised interventions:
Unify payment journey through payee search
Remove secondary payment function and expose it only when it fits the user context
Develop fast track onboarding option
Develop a more visual, personal style
Wireframes exploring payment journey through payee search
Prior to the redesign, payments addressed to different payee type or payees with multiple proxies (e.g. mobile number & Twitter handle) were initiated separately. The preferred solution consolidated payee payments to a single initiation step through a free text search pattern.
Mockups exploring contextual surfacing of secondary payment functionality
HiFi prototypes exploring fast initiation & coach marking