CO-OP Financial Services
Challenge
Preparing CO-OP’s mobile apps into the future through sound User Experience and clean Visual Design CO-OP Financial Services services had two separate mobile apps - one for ATM locations and one for Shared Branch locations that users needed to download to find their locations. The app designs and the data associated with them were in need of much improvement and the audience had spoken! The reviews in the app store ranged between 1 - 2.5 stars for both apps. The previous apps were plagued by data integrity issues as well as bad usability for mobile devices. Users complained about unexpected interactions such as map locations disappearing while navigating the map, to limited functionality on mobile versus what was available on the desktop location search. Old App Design While the old app was mostly fat finger friendly, the visual design, user interface and interaction design was outdated and did not take advantage of new functionality in the iOS and Android operating systems. The display of the app content did not align with good information design principles to encourage behaviors, wayfinding and scannability.
Solution
Our knowledge of best practice, a desire to push innovation and a comprehensive competitive and comparative analysis enabled us to introduce new design patterns into the app that made it easier to use and got users oriented with the full functionality from the start. The wireframes communicated new areas of functionalty to make the user experience more complete. The new app included elements such as an onboarding process that introduced app features and allowed users to indicate their primary credit unions for more tailored search results. New Design & Functionality We modernized the visual design of the app by creating a clean and uncluttered design that had fundamental principles informed by a blend of material design and modern design techniques. Despite pushing the design boundaries with CO-OP, we worked to stay compliant with their brand guidelines. Other key enhancements included: - An area to add and manage favorites - A help area for users that need customer support - Use of iOS and Android widgets and 3D Touch / Shortcuts menu - A scalable global navigation that can grow with the app over time - A location view with real time Open / Closed status The new design included an updated list view with more up front information such as location status, and network types to help users make faster decisions For users that needed directions we integrated the Apple and Google maps API but also privded shortcuts to Lyft and Uber. We added a shortcut (3D touch) menu and a location widget that helps trigger a search or find the nearest locations without even opening the app!
Results
CO-OP now has new and improved apps for both iOS and Android and the two apps have now been integrated into a single app experience. The most recent reviews show a much more satisfied customer base and the 4 and 5 star ratings are evidence of that as well.
BRZN
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