CASE STUDY
Client-side Mobile InboxAs part of a larger mobile bank app, the message center aimed to provide users on-the-go access to sensitive financial communications from their Financial Advisor. While a desktop version of the Inbox had been available for several years it had not been updated recently and unavailable on the mobile app, a frustration highlighted in recent user feedback.
Through iterative ideation and rapid prototyping, I helped the team visualize a future state that addressed user pain points and needs, increasing mobile app engagement and improving user satisfaction.
Final screen designs.
TIMEFRAME1.5 months
MY ROLEEnd to end UX/UI Design
TEAMProduct Owners
Development
MY ROLEEnd to end UX/UI Design
TEAMProduct Owners
Development
User flows
Sketching
Wireframing
Prototyping
Hand off to development
Evolving Beyond a Limited Desktop Mailbox Experience
While the initial ask was to replicate the desktop experience on the mobile app, it had been designed 10 years earlier and had limited functionality. We felt that simply mirroring it would miss an opportunity to enhance the user experience and push the app forward functionally, so we wanted to explore a more robust feature set.
While the initial ask was to replicate the desktop experience on the mobile app, it had been designed 10 years earlier and had limited functionality. We felt that simply mirroring it would miss an opportunity to enhance the user experience and push the app forward functionally, so we wanted to explore a more robust feature set.
Where we started: the original ask was to recreate the desktop experience on the mobile app, however the current desktop app had limited functionality.
Initial ideas explored enhanced Inbox functionality & navigation features
To start, a competitive analysis was conducted providing guidance on industry norms. I also conducted workshops with stakeholders to brainstorm ideas on what functions would be helpful to users. I then sketched out a number of the ideas that came out of the research, exploring how we could add searching, flagging, printing, archiving, reminder creation, and scheduling assistant.
To start, a competitive analysis was conducted providing guidance on industry norms. I also conducted workshops with stakeholders to brainstorm ideas on what functions would be helpful to users. I then sketched out a number of the ideas that came out of the research, exploring how we could add searching, flagging, printing, archiving, reminder creation, and scheduling assistant.
Sketches exploring the the top navigation and placement of new feature sets.
Two distinct technical directions were explored and evaluated: an non-native and iOS native version. An iOS native version would provide robust out of the box functionality, while a non-native build, while more aesthetically in line with the larger mobile app, would require more work from development.
Identifying Feature Limitations Due to Security Protocols
Through this process we were able to determine that many of the features would require a complicated change in the bank's security protocol to be effective. Archiving, for example, would require a change in bank policy that required messages be deleted after 90 days.
Option 1: non-native high fidelity wireframes showing swipe to archive, multi-select, and other added features.
Option 2: iOS native app high fidelity wireframes showing search, multi-select, and a sent folder.
Due to these restraints, stakeholders agreed on a simpler initial version with some feature enhancements that brought it more up to speed with competitors and a non-native design that also aligned with the bank's app aesthetic. The paired back version allowed us to also make quick adjustments to the desktop app as well so that it was a similar experience and our explorations set the stage for future enhancements.
High fidelity screens of the mobile app (below) were created and handed off to development. Initial feedback indicated increased user engagement.