Barclays Bank

Barclays pingit is a person to person money transfer app based in the united kingdom that allows users to transfer money instantly as well as other financial based services.

Prototype - On boarding

Problem

Barclays pingit design was in the hands of an external agency. With the development being handled internally, it had been decided to bring the design element in house, and integrate with the development team, creating an agile process.
 
I was brought in to head up the transfer from the external agency. This included an intensive period of knowledge transfer while working with both the internal development team and numerous business analysts.

Solution

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.
Prototype - On boarding
User Journey - Onbaording

Results

The results were impressive, with a huge reduction in on-boarding dropouts, resulting in a greatly improved acquisition rate. The new home screen also enabled users to complete key tasks quickly and easily, and resulted in a higher level of retention among users.

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