How A Small Section Change Uplifted The BNI Mobile Banking Top Up Experience

How one small section in BNI Mobile Banking design improved the Topup e-wallet Completion Rate and to be even more personal for the user.

DISCLAIMER: This article is written, researched, and designed based on the July update v5.7.6 — opinions and problems that are addressed in this article may change.

Understanding the background

BNI Mobile Banking enables you to transact easily, safely, and quickly through your favorite smartphone. And you can also make cardless transactions with QRIS BNI Mobile Banking.

And now BNI Mobile Banking has a new version with redesigned the login page with some shortcut features.

Overview

I spoke independently to user about new design and experience in mobile banking and discovered that the new version not really makes user easier to doing transaction, like same flow from the previews just swapped.

I really know bureaucracy look like, turst me, this is just adding 1 section and make whole topup experience different.

Return as it should be

The intentions of this enhancement are to make it easier for user to access and complete the transaction with few click/tap and also make them more invested in BNI Mobile Banking with promo.

Personalized. Only you have it

Most of the homepage design and user data will appear different for each user, so it feels more personalized.

As Fast As Fust.

See? it can bypass the flow by 3–4 steps.

Creating Urgency

Delaying decision during the time of payment is a general tendency with products where need is not always clear. Using scarcity bias and offers to further create a sense of urgency making sure users don’t delay a decision again.

Trusted security

Don't worry about this, i dont touch anything.

The project not for development and not be available on the mobile banking app (at least Mba Asri RTL read this, hi Mba peace!)

May the force be with us. Thank you!

Hello, I'm Damo — I design interfaces and experience
I’m an Indonesian living in Bogor where I’m a Digital Customer Experience at BNI Bank. I believe in design as a better approach to solving human problems. My expertise is in delivering clean visual design and meaningful interaction through iterative process and prototyping.

Email: hellodamo8@gmail.com