One of my first tasks was to redesign the on-boarding journey, which was a few years old and hadn’t been changed since launch, so was lagging behind the competition.
I stripped back the on-boarding journey into individual tasks and challenged each one to see if it could be shortened, removed, or improved. This involved meeting with key areas of the business, including business owners, security, accounts, and cryptography teams.
Using this approach I decreased the on-boarding screens by 60%, which was put through rigorous user testing with existing and non-existing users to analyse if any changes needed to be made.
One of the main challenges I came across with the app was that there wasn’t one clear owner, but rather numerous business managers from within Barclays who funded the development of the app by adding in their own features. This meant the app was starting to lose its identity, so it was decided to completely overhaul the home screen to best suit the needs of the users, based on analytical data.
A slew of other features were also added, including the ability to buy lottery tickets with your pingit balance.