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RBC Path Redesign

Redesigning user paths on the RBC Mobile App.

Role

Research
UI/UX

Timeline

September 2022
(1 week)

Tools

Figma

The Problem

As an RBC Client, I have experienced certain pain points that have made my experience using the RBC Mobile App slightly frustrating. I was interested in exploring this further, to see whether or not I was the only one with these reservations.

Primary Research

To prevent confirmation bias, I conducted several user interviews with other RBC Clients who used mobile banking. Participants were asked a multitude of questions about their overall experience using the app. Without any prompt from my end, these participants expressed similar frustrations to mine.
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Next, participants were asked to complete an interview task:

Locate where you can manage and edit your contacts.

The verdict:

2/3 participants found it difficult to navigate to the desired page.


Overall findings suggest that there are aspects of the mobile app that aren't targeted for quick, on the go, daily use. Participants stated that the app was often only used for quick actions (e.g. transferring funds, checking balance, etransfer, paying bills, etc.).

From the interview results, the design challenge emerged:

How do we increase convenience and smoothen the user journey for common, yet high-value tasks?

The Solution

There are 2 paths a user can follow to locate and manage their recipients list.

Path #1:

Original App Path: Manage Recipients


The original path has too many steps to get to the final page. This becomes inefficient and can cause frustrations and high abandon rates from users. User interviews also suggest that the use of language (e.g. "Settings) prevented users from getting to the final destination.

Redesigned App Path: Manage Recipients


This redesigned path takes half the time to get to the desired page. The UI of the "More" page was enhanced as well. By providing more "quick action" buttons at the top, and even an option to customize which buttons users want to highlight, this can increase the speed to information finding.

Path #2:

Original App Path: Locate Recipients List via the "Send e-Transfer" Option


User 2 followed this path to locate their Recipients page. However, when they got there, they were unable to complete the second part of the task— edit recipients. This path emerged two pain points:

  1. Difficulty locating contacts
  2. Inability to edit contact information
  3. The "arrow" symbol inext to each contact is misleading— it alludes that there's another page, but in reality, it simply selects the contact.
Redesigned App Path: Ability to Favourite and Edit Recipients


The redesigned path addresses these 3 pain points.

  1. Ability to "Favourite Recipient" to put them at the top of the list.
  2. Ability to "Edit Recipient" directly within the path, rather than exiting out and following Path 1.
  3. Changing the arrow symbol to a menu symbol, which reveals that "Favourite" and "Edit" features.

Reflection

As a user who experienced these pain points, this project was a quick passion project that I had a lot of fun working on, from start to finish. It was rewarding to see that I wasn't the only user that felt this way, and it made me understand how tiny details can effect a user's entire experience with a product.

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