BCA Mobile UI/UX Case Study: Optimizing and Complementing Each Other with myBCA

Design Thinking

I adopted a Design Thinking approach to get some direction on this case study.

Design Thinking

1 — Empathize

Background

BCA Mobile is a banking application service for PT Bank Central Asia Tbk which can be accessed directly by customers via smartphones. According to a survey conducted by the Top Brand Award, m-BCA is the most popular mobile banking application in Indonesia in 2022. BCA Mobile, obtained a TBI score of 47.4%, the highest compared to its competitors. In second place is BRI Mobile with a TBI score of 19.4%. Followed by m-banking Mandiri 12.9% and BNI Mobile 11.2%. Meanwhile, CIMB Niaga Mobile was recorded as having the lowest TBI score on this list, namely 3.8%.

Based on the assumptions, the reasons BCA is still widely used are:

1. Familiarity (already used to it), if it is redesigned it will be confusing, especially for elderly users.
2. Stability; it’s stable, if you make it new it will bring new bugs, the bank application is very important, it cannot be tolerated if there are loopholes.
3. Light weight; accessibility can reach potato smartphones.

Problem Overview

However, based on user reviews on the App Store, there are still complaints felt by users as below.

Review User on App Store

From this dilemma, this research wants to explore more deeply what BCA Mobile users feel.

Objective

• Knowing user behavior when using the BCA Mobile application.
• Validating pain points experienced by users in using the application.
• Finding out what features a user needs when using the BCA Mobile application.
• Find out the comparison of the BCA Mobile application with competitors. Find out how to make BCA Mobile more effective and practical to use.

Methodology

In-Dept Interview

Respondent Criteria

The criteria for respondents who will be interviewed in this research are:

• Active users of BCA Mobile and competitor applications.
• Gen Z + Millennials (Ages 20–40 years).
• Gen X + Baby Boomers (Ages 41–75 years).
• National Scale.
• Willing to be interviewed.

Respondent Profile

6 Respondent

Conducting In-Dept Interview

The interview was conducted via Zoom and Face to Face Meeting for 25 minutes.

2 — Define

Affinity Diagram

After obtaining data from the results of the In-dept Interview, similar answers were grouped using an Affinity Diagram.

Affinity Diagram

Main Findings

User Pain Point

• Login must type first.
• Too stiff look.
• It often fails when scanning Flazz cards.
• The m-Transfer menu is a bit ambiguous.
• Cannot set another account.

User Needs

• Effectiveness
• Synergy with myBCA
• Login with biometrics
• Scan Flazz made easy
• History of old account mutations
• Updated UI.

3 — Ideate

Ideation

Based on the opportunity from the previous User Journey Map, then I came up with an idea that could be used as a solution as follows:

• All in one app.
• Redesign.
• Improving login process with biometric
• Add “Share” and “Save” button on Transfer Journey
• Improving information account to home page
• Switch to myBCA

Actionable Insight

Using The Eisenhower Decision Matrix, I can categorize ideas based on their importance and urgency and decide which ideas have the highest priority.

User Flow

Login Process

Transfer Journey

Wireframe (Low Fidelity)

Mock Up (High Fidelity)

Login Process with Face ID

Transfer Journey with Save and Share Option

Switch to myBCA

4 — Prototype

This prototype was created using Figma, you can try the full High-Fidelity Prototype Here

5 — Test

Usability Testing Goal and Objective

• Understand user behavior when logging in using biometrics.
• Understand user behavior when storing and sharing transaction results.
• Identify whether the solutions offered make it easier for users to use BCA Mobile.
• Get insight and feedback from users for improvement.

Tools

Figma and Maze.

Scenario 1

Findings
Users feel efficient with the addition of Face ID so they don’t have to worry when money withdrawal fails.

Insights
There was 1 respondent who didn’t know why he had to switch to myBCA. He just clicked the button according to the command.

Scenario 2

Findings
Users find it helpful to have balance info on the home page.

Insights
Transitions and smart animations aren’t smooth enough so the user experience isn’t great.

Scenario 3

Findings
Respondents feel the function of the button speeds up to view balances.

Insights
There are respondents who want the icon on the ATM location info button to be better.

Scenario 4

Summary and Recommendation

Respondents were satisfied with the addition of the Face ID biometric feature, Balance Info at Home, Save and Share options, and the ability to switch to myBCA.

However, there are several things that can be improved, namely:

• Added smart animation when moving to the next page. to make it even more interesting.
• Added an icon in the login process button to make it easier.