https://chenchinglam.com chenchinglam Mon, 09 Sep 2019 02:42:45 +0000 https://chenchinglam.com en https://chenchinglam.com/Overview Wed, 24 Jan 2018 10:51:21 +0000 chenchinglam https://chenchinglam.com/Overview Commonwealth BankSecurity Check UpProtect CommBank customers’ banking app by reviewing their phone permissions and settings in a guided approach <img width="2046" height="1229" width_o="2046" height_o="1229" data-src="https://freight.cargo.site/t/original/i/c627f438ebfef7670a9d9a78966043d9aacbac02552509c87018b23e1d1d4c3b/SecurityCheckUp.png" data-mid="109027292" border="0" src="https://freight.cargo.site/w/1000/i/c627f438ebfef7670a9d9a78966043d9aacbac02552509c87018b23e1d1d4c3b/SecurityCheckUp.png" /> Commonwealth Bank Better Bill Experience An initiative to help Commbank customers to better manage and pay their bills and more importantly, avoid paying late fees <img width="1584" height="953" width_o="1584" height_o="953" data-src="https://freight.cargo.site/t/original/i/edcf54d8fe065b6ed37e9cf73532112a77b473c089c51af02e2bd7ef2c1038c0/BBXFocusGroup3.jpg" data-mid="9914297" border="0" src="https://freight.cargo.site/w/1000/i/edcf54d8fe065b6ed37e9cf73532112a77b473c089c51af02e2bd7ef2c1038c0/BBXFocusGroup3.jpg" /> Commonwealth Bank Financial Wellbeing ScoreA joint initiative with Melbourne Institute to measure Australian’s financial wellbeing <img width="1900" height="1136" width_o="1900" height_o="1136" data-src="https://freight.cargo.site/t/original/i/663092bddfa85cfd9cb94a4e912d0a3857d0a8254a62cf8b1990596629ae587f/FWB_Main.jpg" data-mid="108917132" border="0" src="https://freight.cargo.site/w/1000/i/663092bddfa85cfd9cb94a4e912d0a3857d0a8254a62cf8b1990596629ae587f/FWB_Main.jpg" /> Commonwealth BankCommBank Tablet AppImplementing and delivering Upcoming Payments in the Commbank tablet app. The new CommBank tablet app allows users to keep track of their finances. <img width="2042" height="1536" width_o="2042" height_o="1536" data-src="https://freight.cargo.site/t/original/i/6e8a0ce1158df722fc5a6d7d17b6f697107f46654a98fd66c2a92e075eb1550e/Screen-Shot-2018-01-29-at-12.12.11-am.png" data-mid="10162491" border="0" src="https://freight.cargo.site/w/1000/i/6e8a0ce1158df722fc5a6d7d17b6f697107f46654a98fd66c2a92e075eb1550e/Screen-Shot-2018-01-29-at-12.12.11-am.png" /> https://chenchinglam.com/Security-Check-Up Wed, 24 Jan 2018 10:51:19 +0000 chenchinglam https://chenchinglam.com/Security-Check-Up Commonwealth Bank Security Check UpAn initiative to help protect CommBank customers’ banking app by reviewing their phone permissions and settings in a guided approach <img width="2046" height="1229" width_o="2046" height_o="1229" data-src="https://freight.cargo.site/t/original/i/6319d40871a3e736524a267cb4df58f264d71ebf07e50bf2f2542b61a9acdf88/SecurityCheckUp.png" data-mid="109023425" border="0" src="https://freight.cargo.site/w/1000/i/6319d40871a3e736524a267cb4df58f264d71ebf07e50bf2f2542b61a9acdf88/SecurityCheckUp.png" /> Background &amp; ContextThe award-winning CommBank App allows millions of customers to access fast, secure banking on the go. To ensure trust and security is front of mind with our customer base particularly with the Open Banking environment fast approaching. The focus is to enhance and create awareness of the security features in the App that could help protect, educate and increase customer perception of security in the CommBank app. <img width="1147" height="682" width_o="1147" height_o="682" data-src="https://freight.cargo.site/t/original/i/4e4ba41c89056b066376f15a8fb5a2387cf558bcf067e1ae7f03ae8f57f11cd1/SC_Size.png" data-mid="109024741" border="0" src="https://freight.cargo.site/w/1000/i/4e4ba41c89056b066376f15a8fb5a2387cf558bcf067e1ae7f03ae8f57f11cd1/SC_Size.png" /> Process To understand the context I started the project by doing some secondary research to identify the opportunity space. <img width="1429" height="811" width_o="1429" height_o="811" data-src="https://freight.cargo.site/t/original/i/0f18e84eaa1cbc33bd2afb33eea88c02604263288061511f91902bec19785945/SC_Comps.png" data-mid="109025215" border="0" src="https://freight.cargo.site/w/1000/i/0f18e84eaa1cbc33bd2afb33eea88c02604263288061511f91902bec19785945/SC_Comps.png" /> What we learntRecovering lost money after experiencing fraud is not an easy process. Some of the pain points includes: Lodging a dispute and it can take anywhere between 3 to 45 days to be resolvedCustomers need to order and set up their payment details (ie. direct debits) Ideate Workshops were held with the stakeholders to understand the most common fraud scenarios and what customers can do to prevent it. The team identified tasks that can help reduce customers security risks <img width="1262" height="1168" width_o="1262" height_o="1168" data-src="https://freight.cargo.site/t/original/i/56c8b2d8a4fb7cc068cb99ade44f38c2a9692aaffb5f690149333251c6b83600/SC_Ideate.png" data-mid="109025994" border="0" src="https://freight.cargo.site/w/1000/i/56c8b2d8a4fb7cc068cb99ade44f38c2a9692aaffb5f690149333251c6b83600/SC_Ideate.png" /> Explore &amp; Iterate Interactive prototypes were tested with customers to validate and iterate on the design in areas like usability, discoverability and comprehension. <img width="2047" height="785" width_o="2047" height_o="785" data-src="https://freight.cargo.site/t/original/i/d0fa00acd52f5f2fb816fa184d6d28bcfffc696db59ed6ac81c662045fc94962/SC_Concepts.png" data-mid="109026511" border="0" src="https://freight.cargo.site/w/1000/i/d0fa00acd52f5f2fb816fa184d6d28bcfffc696db59ed6ac81c662045fc94962/SC_Concepts.png" /> The final product Created a scalable security check that enables us to engage customers to review their app settings through notifications <img width="1557" height="1447" width_o="1557" height_o="1447" data-src="https://freight.cargo.site/t/original/i/73e0642a06ed8e0bdbe728c0cacfcaba9c203a56a87129d4247af0a6b74f3cb6/SC_flow.png" data-mid="109027207" border="0" src="https://freight.cargo.site/w/1000/i/73e0642a06ed8e0bdbe728c0cacfcaba9c203a56a87129d4247af0a6b74f3cb6/SC_flow.png" /> https://chenchinglam.com/Better-Bill-Experience Wed, 24 Jan 2018 10:51:16 +0000 chenchinglam https://chenchinglam.com/Better-Bill-Experience Commonwealth Bank Better Bill Experience Helping CommBank customers to better manage and pay their bills and more importantly avoid paying late fees <img width="1900" height="1136" width_o="1900" height_o="1136" data-src="https://freight.cargo.site/t/original/i/1c1aa46eecca4e34a8884fa6e7b699a96a9e9cd9179094a5d6797f5600c5050f/BBXMain.png" data-mid="9910628" border="0" data-scale="100" src="https://freight.cargo.site/w/1000/i/1c1aa46eecca4e34a8884fa6e7b699a96a9e9cd9179094a5d6797f5600c5050f/BBXMain.png" /> Background &amp; ContextPaying bills is a hassle for some, if not most, a struggle. It’s hard to keep track of all the bills we have let alone how much we have to pay and keep track of all the due dates. As part of BPAY View experience uplift we looked at ways on how we can improve the bills experiences for our customers.&nbsp;I led the UX design in the mobile stream in delivering the experience to the CommBank app. Process When the project began, we looked to secondary research to understand the existing bill management space. Working with the stakeholders we looked into existing research and customer feedback. Research Next was to identify the questions that were still unanswered to build certainty that we were solving the right problems. We undertook primary research to understand existing customer’s pain points, as well as learning about how they currently manage and pay their bills. <img width="1900" height="1136" width_o="1900" height_o="1136" data-src="https://freight.cargo.site/t/original/i/2bd10cd9633e5e69bda3f3e2de32f6dcaaddd1c8bfc4cfc44da4141b62052bb8/BBXFocusGroup.jpg" data-mid="9911935" border="0" src="https://freight.cargo.site/w/1000/i/2bd10cd9633e5e69bda3f3e2de32f6dcaaddd1c8bfc4cfc44da4141b62052bb8/BBXFocusGroup.jpg" /> <img width="1584" height="1136" width_o="1584" height_o="1136" data-src="https://freight.cargo.site/t/original/i/bf69311c394390d04267d14e6c676a8b6c408e806efe035dde343b45d6d48d20/BBXFocusGroup1.jpg" data-mid="9912062" border="0" src="https://freight.cargo.site/w/1000/i/bf69311c394390d04267d14e6c676a8b6c408e806efe035dde343b45d6d48d20/BBXFocusGroup1.jpg" /> User research Focus groups were conducted to understand the current landscape of bill payments with several of the bank’s key personas. From this it allows us to understand what a typical bill lifecycle looks like for our customers. *** Managing bills has proven to be difficult task for most and for some, a struggle. *** <img width="1584" height="953" width_o="1584" height_o="953" data-src="https://freight.cargo.site/t/original/i/edcf54d8fe065b6ed37e9cf73532112a77b473c089c51af02e2bd7ef2c1038c0/BBXFocusGroup3.jpg" data-mid="9913167" border="0" src="https://freight.cargo.site/w/1000/i/edcf54d8fe065b6ed37e9cf73532112a77b473c089c51af02e2bd7ef2c1038c0/BBXFocusGroup3.jpg" /> Ideation Following from research, we collaborated with the engineers, architects and relevant business stakeholders and generated ideas that would feed into concepts and solutions. We ideated and prototyped various ideas, tested it out with customers and iterated based on what we have learnt. <img width="1584" height="1002" width_o="1584" height_o="1002" data-src="https://freight.cargo.site/t/original/i/da0f1478874c84d08304f88645eb5407b23ea56873d1878ed2761eaf90e01b68/BBXFocusGroup5.jpg" data-mid="9913169" border="0" src="https://freight.cargo.site/w/1000/i/da0f1478874c84d08304f88645eb5407b23ea56873d1878ed2761eaf90e01b68/BBXFocusGroup5.jpg" /> <img width="1019" height="1002" width_o="1019" height_o="1002" data-src="https://freight.cargo.site/t/original/i/4e19c18918175dd6ff49ff5483b801f5e77106afc82422e425cae007709c5b15/BBXFocusGroup4.jpg" data-mid="9913168" border="0" src="https://freight.cargo.site/w/1000/i/4e19c18918175dd6ff49ff5483b801f5e77106afc82422e425cae007709c5b15/BBXFocusGroup4.jpg" /> The Product Vision Framing the product so that we could create alignment on our vision and feature prioritisation.&nbsp; <img width="1584" height="860" width_o="1584" height_o="860" data-src="https://freight.cargo.site/t/original/i/5d54fc89b3f53aa7e2663428cb3bfccc4d91bf32329e7742efdc7603567954f0/BBXVision.png" data-mid="9913582" border="0" src="https://freight.cargo.site/w/1000/i/5d54fc89b3f53aa7e2663428cb3bfccc4d91bf32329e7742efdc7603567954f0/BBXVision.png" /> Final Design Working closely with engineers and content writers, I iterated the design based on customer feedback through usability testing.&nbsp; <img width="1932" height="628" width_o="1932" height_o="628" data-src="https://freight.cargo.site/t/original/i/7af8a4dab261011e70fbfb152c37c84e5af6d0f9af6b53624f3fcf5736453202/BBXFlow.png" data-mid="9909997" border="0" src="https://freight.cargo.site/w/1000/i/7af8a4dab261011e70fbfb152c37c84e5af6d0f9af6b53624f3fcf5736453202/BBXFlow.png" /> Final Outcome Better bill experience was launched in late 2016. Since launch there’s an increase of over 700% of bills paid by BPAY View https://chenchinglam.com/Financial-Wellbeing-Score Mon, 09 Sep 2019 02:42:45 +0000 chenchinglam https://chenchinglam.com/Financial-Wellbeing-Score Commonwealth Bank Financial Wellbeing Score A joint initiative with Melbourne Institute to measure Australian’s financial wellbeing, by way of a survey which surfaces a wellbeing score <img width="1900" height="1136" width_o="1900" height_o="1136" data-src="https://freight.cargo.site/t/original/i/663092bddfa85cfd9cb94a4e912d0a3857d0a8254a62cf8b1990596629ae587f/FWB_Main.jpg" data-mid="50161194" border="0" src="https://freight.cargo.site/w/1000/i/663092bddfa85cfd9cb94a4e912d0a3857d0a8254a62cf8b1990596629ae587f/FWB_Main.jpg" /> Understanding the problemWhen the project began, I started looking into existing research paper to understand the problem <img width="1900" height="800" width_o="1900" height_o="800" data-src="https://freight.cargo.site/t/original/i/f116205fcf03f644fbd3274513b99ea37e7d51d7b0c7d1d2072ecefca7cd7a39/FWB_stat.png" data-mid="50161553" border="0" src="https://freight.cargo.site/w/1000/i/f116205fcf03f644fbd3274513b99ea37e7d51d7b0c7d1d2072ecefca7cd7a39/FWB_stat.png" /> Source: Using Survey and Banking Data to Measure Financial Wellbeing, Commonwealth Bank of Australia and Melbourne Institute Financial Wellbeing Scales Technical Report No. 1, Comerton-Forde et al. March 2018 Working with the UX researchers we planned and ran 2 focus groups (high confidence vs low confidence) to further understand the problem space Understood customer’s awareness and interpretation of the term “financial wellbeing”Concept test - the surveyComprehension of visualisationUnderstood customers’ perception of CBA’s role Design &amp; execution Following from UX research I started designing the survey.&nbsp;After rounds of usability testing, it revealed issues with comprehension in both the value proposition and result: As many misattributed the financial wellbeing score as credit scoreMany found the labels on the scale confronting <img width="966" height="1288" width_o="966" height_o="1288" data-src="https://freight.cargo.site/t/original/i/cddfd3a31f3827232c151dc2421a821582f4dd7e6cecd17e6291132382cdb083/IMG_0752.jpg" data-mid="108916255" border="0" src="https://freight.cargo.site/w/966/i/cddfd3a31f3827232c151dc2421a821582f4dd7e6cecd17e6291132382cdb083/IMG_0752.jpg" /> <img width="966" height="1288" width_o="966" height_o="1288" data-src="https://freight.cargo.site/t/original/i/1f94d28a0a151e6fb6e61485da4dc091d445648727297251e448d0238bf3210e/IMG_0753.jpg" data-mid="108916257" border="0" src="https://freight.cargo.site/w/966/i/1f94d28a0a151e6fb6e61485da4dc091d445648727297251e448d0238bf3210e/IMG_0753.jpg" /> Ongoing refinement through design huddles and usability testing to produce final designs <img width="2048" height="887" width_o="2048" height_o="887" data-src="https://freight.cargo.site/t/original/i/21270d5826c0c6a188c751068910050d5e321b0c02748666ecc0f22afd0a3871/FWBScore.png" data-mid="109022080" border="0" src="https://freight.cargo.site/w/1000/i/21270d5826c0c6a188c751068910050d5e321b0c02748666ecc0f22afd0a3871/FWBScore.png" /> Survey available: https://www.commbank.com.au/digital/fwbscore https://chenchinglam.com/CommBank-Tablet-App Wed, 24 Jan 2018 10:51:17 +0000 chenchinglam https://chenchinglam.com/CommBank-Tablet-App Commonwealth Bank CommBank Tablet App Help implementing and delivering Upcoming Payments in the CommBank tablet app. The new CommBank tablet app allows users to keep track of their finances.&nbsp; <img width="2042" height="1536" width_o="2042" height_o="1536" data-src="https://freight.cargo.site/t/original/i/6e8a0ce1158df722fc5a6d7d17b6f697107f46654a98fd66c2a92e075eb1550e/Screen-Shot-2018-01-29-at-12.12.11-am.png" data-mid="10162775" border="0" src="https://freight.cargo.site/w/1000/i/6e8a0ce1158df722fc5a6d7d17b6f697107f46654a98fd66c2a92e075eb1550e/Screen-Shot-2018-01-29-at-12.12.11-am.png" /> Commonwealth Bank has seen an increase in tablet usage and have seen an opportunity to uplift the existing tablet app with a brand new design to meet the changing needs of the users. I lead the UX design for upcoming payments in tablet app which is on the app dashboard. In order for users to stay in control of their finances, the feature allows users to see a snapshot of their upcoming payments. <img width="2048" height="1536" width_o="2048" height_o="1536" data-src="https://freight.cargo.site/t/original/i/ef94933938fbd161723d95c0f2733f8920372588c431d7b9a72224a06a8b70ea/4-3-BillManagement-07-View-allx1.jpg" data-mid="10163640" border="0" src="https://freight.cargo.site/w/1000/i/ef94933938fbd161723d95c0f2733f8920372588c431d7b9a72224a06a8b70ea/4-3-BillManagement-07-View-allx1.jpg" /> <img width="2048" height="1536" width_o="2048" height_o="1536" data-src="https://freight.cargo.site/t/original/i/736305c30ca494f86bde782a40780868faed86ef7f1426c94445a1eedae74649/4-3-BillManagement-05-To-Do-BPAY-Deletex1.jpg" data-mid="10163678" border="0" src="https://freight.cargo.site/w/1000/i/736305c30ca494f86bde782a40780868faed86ef7f1426c94445a1eedae74649/4-3-BillManagement-05-To-Do-BPAY-Deletex1.jpg" /> Working closely with the visual designer, we iterated our designs based on daily huddles. Every sprint (2 weeks), usability testing was conducted by the UX research team. An Axure prototype was built to test with many different customers and updated based on what we have learned.