Santander
Santander
Open Banking
Open Banking
Delivering regulatory functionality to 14 million mobile banking customers.
BRIEF
BRIEF
As part of a regulatory manoeuvre Santander was required to implement Confirmation of Funds (CoF) services to Card Based Payment Instrument Issuers (CBPIIs) via mobile banking.
As part of a regulatory manoeuvre Santander was required to implement Confirmation of Funds (CoF) services to Card Based Payment Instrument Issuers (CBPIIs) via mobile banking.
As part of a regulatory manoeuvre Santander was required to implement Confirmation of Funds (CoF) services to Card Based Payment Instrument Issuers (CBPIIs) via mobile banking.
THE CHALLENGE
THE CHALLENGE
The existing solution was developed solely for Online Banking, so had to be retroactively integrated to the mobile app. This meant key UI elements needed reworking to meet accessibility and UX criteria.
The existing solution was developed solely for Online Banking, so had to be retroactively integrated to the mobile app. This meant key UI elements needed reworking to meet accessibility and UX criteria.
The existing solution was developed solely for Online Banking, so had to be retroactively integrated to the mobile app. This meant key UI elements needed reworking to meet accessibility and UX criteria.
EXISTING IMPLEMENTATION
EXISTING IMPLEMENTATION
DISCOVERY
DISCOVERY
So, we can't design mobile first…
Tables with large strings of data needed to be condensed to a mobile friendly format. And, a large list of CBPII third party providers (TPPs) needed a similar rework.
Understanding what information was required by the regulator as well as the information customers needed was pivotal in deciding the structure and content of these elements.
MOBILE REDESIGN
MOBILE REDESIGN
THE APPROACH
THE APPROACH
Designing the right solution is as important as designing the solution right. Understanding the Open Banking regulations thoroughly was the first step in designing the right solution. Identifying the key problem we were trying to solve for customers was the second. Whilst user experience is always the first priority, understanding the limitations of scope provides greater design efficiency.
After user journey mapping and analysis of primary user research, it was clear that for most customers, revoking consent and seeing the details of the connection was the primary information they needed. Second to this was further, more detailed, information on what third party providers and open banking was.
The Core journeys for CBPII as outlined by the Open Banking Standards were fundamental in providing the structure for which the designs were to be crafted from. These standards were referenced continuously throughout the project. Ensuring that the business stakeholders aligned to the regulatory requirements.
Condensing the tables for mobile required analysis and planning. Awareness of Santander's design guidelines, Accessible design, techniques and a technical understanding for responsiveness. After multiple iterations, collaboration with the product owner and business analysts I settled on a clear structure for the table. Prioritising the key data like response and value, then combining relevant data such as date and time into one to provide space. The solution was validated in several rounds of unmoderated testing.
Designing the right solution is as important as designing the solution right. Understanding the Open Banking regulations thoroughly was the first step in designing the right solution. Identifying the key problem we were trying to solve for customers was the second. Whilst user experience is always the first priority, understanding the limitations of scope provides greater design efficiency.
After user journey mapping and analysis of primary user research, it was clear that for most customers, revoking consent and seeing the details of the connection was the primary information they needed. Second to this was further, more detailed, information on what third party providers and open banking was.
The Core journeys for CBPII as outlined by the Open Banking Standards were fundamental in providing the structure for which the designs were to be crafted from. These standards were referenced continuously throughout the project. Ensuring that the business stakeholders aligned to the regulatory requirements.
Condensing the tables for mobile required analysis and planning. Awareness of Santander's design guidelines, Accessible design, techniques and a technical understanding for responsiveness. After multiple iterations, collaboration with the product owner and business analysts I settled on a clear structure for the table. Prioritising the key data like response and value, then combining relevant data such as date and time into one to provide space. The solution was validated in several rounds of unmoderated testing.
FINAL IMPLEMENTATION
FINAL IMPLEMENTATION
OUTCOME
OUTCOME
Design discovery and development was completed and delivered in a timely manner. Regulatory requirements were met, accessible and user friendly designs were formed. 14 million customers could manage their consent to TPPs, see the details and operations of the connection.
Design discovery and development was completed and delivered in a timely manner. Regulatory requirements were met, accessible and user friendly designs were formed. 14 million customers could manage their consent to TPPs, see the details and operations of the connection.
LEARNINGS
LEARNINGS
The primary learnings taken this project were:
Reference any regulatory literature for problem analysis as early as possible.
Working mobile first enables a more efficient design process.
The primary learnings taken this project were:
Reference any regulatory literature for problem analysis as early as possible.
Working mobile first enables a more efficient design process.
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