UOB Infinity
UOB • 2018
UOB tasked Accenture to completely transform the digital banking experience for its corporate clients, enabling them to manage their banking needs in a simpler, smarter and more personalised manner.
Overview
I undertook a major project with UOB to transform their business and corporate banking portal, Business Internet Banking Plus (BIBPlus).
The primary challenge was redefining and consolidating various payment processes to ensure future scalability for different payment modes.
I led a design team made up of six designers. Together with the UOB UX Lead, we conducted a 4-week discovery sprint, nine two-week design sprints, and two usability testing sessions with 24 business and corporate users.
Despite being one of the most challenging projects in my decade-long career, it was also the most rewarding. The output was highly collaborative and pushed the boundaries of what a corporate banking portal could be.
Background
As the UX lead, I led the project by defining user research, information architecture, interaction design, and the usability testing approach. At the same time, I shaped user stories through intensive collaboration with the product owner and business users.
My role
Scoping and Planning
User Research
User Story Grooming and Mapping
Information Architecture
Interaction Design
Wireframes
Art Direction
Usability Testing
Activities
Discover
User interviews & journey mapping
15
Business and corporate users interviewed
24 - 81
Age range
The first step was to understand the context of use, user intents, pain points, and the value of BIB to end users. This involved in-depth research and user testing. The aim here was to validate and refine existing personas. The information gathered in this stage was instrumental in inspiring ideation, journey mapping, and informing the design principles for BIBPlus.
The user personas were diverse and ranged from SME business owners, startup founders, managing directors, to corporate finance directors/officers, administrative assistants, and accountants. Each user persona came with a unique set of requirements and challenges, which were thoroughly considered while designing the BIBPlus portal.
The project also sought to identify opportunities for future state BIB and "beyond banking" services of BIB. The idea was not to just improve the existing services but to envision how banking services could evolve and grow in the future.
Define
User story creation and mapping
66
Features
9
Two-week sprints
In the process of defining the scope of our project, we have embarked on the creation and mapping of user stories. This approach allows us to gain a deeper understanding of the user journey, and to design our features around providing the best possible experience for our users. In total, we have identified 66 distinct features which will form the backbone of our application.
To ensure steady progress and continuous delivery, we have divided our design timeline into 12 two-week sprints. This structure provides us with the flexibility to adapt to changes and feedback while maintaining focus on our overarching objectives. Each sprint will be a concerted push towards creating a more robust and user-focused application.
Design
Sample work
Pay and transfer flow
Account activities: Transaction history
Account overview
Design
Usability Testing
24
Business and corporate users tested
24 - 56
Age range
After our design sprint, we added an extra sprint for usability testing. This phase allowed us to validate our design with actual users, gaining insights and feedback. It helps to identify improvements, ensuring a user-friendly and efficient final product. We prioritised the insights and recommendations based on the impact to the users and to the MVP release and planned the backlog accordingly. Along the way, we received good feedbacks from the participants.
Back then in 2017, due to the policies of the bank, online collaboration tools like Miro were not allowed. Therefore, we elected to our synthesis in a physical space where we can collaborate easily.
Conclusion
We are proud to unveil UOB Infinity in 2020, a revolutionary platform that has entirely redefined the digital banking experience for UOB’s corporate clients.
In this project, our objective was to streamline business banking. We aimed to provide our clients with a seamless platform to view account balances, transfer funds, and approve payments all in one place.
However, the process was not as straightforward as it sounds. This project presented numerous non-design challenges related to stakeholder and project management that pushed me to my limits. The unwavering support of the entire Accenture team, who worked tirelessly alongside me, and the immense backing from the client to overcome various roadblocks, were indispensable for our success.
