IndusInd Bank – My Account My Number

1. IndusInd Bank – My Account My Number https://myaccount.indusind.com/

2. Project Description • IndusInd Bank comes with a first-of-its-kind offering that allows you to open a Savings account online, with the freedom of personalizing youraccount number and debit card. • This involves an online form completion process, wherein the user has to provide basic details, customize the account number and debit card, customize his account, choose the branch, upload the document and fund the account. Context: IndusIndBank wants to build a unique brand proposition by not only allowing the user to open the account online, but also personalize it. Core Steps in the Online Application Process

3. Personas – Target Audience Rashmi Female 34 Years Housewife Vivek Male 42 Years Businessman Deepika Female 28 Years HR Manager Ankit Male 20 Years College Student • Aspirations • Higher Education • Good career • Vacations abroad • Own a car and a house • Aspirations • Child’s education • Husband’s promotion • Vacations abroad • Own a big car and a house • Savings for old age • Aspirations • Children’s education and family • Expand the business • Explore new business opportunities • Build a house, protection of family • Planning retirement • Aspirations • Getting a higher designation • Purchase a car • Build a house Banking needs Banking needs Banking needs • Wants to open a saving accounts • Education loan for higher studies • Regular bank deposits & withdrawals • Doesn't like visiting the physical branch Banking needs • Personal banking • Currently looking to open a savings account with minimum fuss • Travel and Health Insurance • Car and Home loans • Corporate business transactions • Is looking to open a new account which is easy to remember • Enquiry for student loan for her son • Regular savings account • Bank deposits & withdrawals • Does not have time to visit the branch • Personal banking • Doesn’t have time to visit the branch • Investments in business • Travel and Health Insurance • Corporate business transactions

4. UX Process

5. UX Process – Validating our designs • Summative UT – Objectives • Evaluate the navigation, task flow, interaction, content, presentation and page-level design of the site • Identify current issues and evaluate opportunities to improve the user experience • Identify issues for further examination during UT • To evaluate a product through defined measures such as task completion, time on task, error rates, and user satisfaction

6. UX Process – Summative Usability Testing • UT Methodology • 16 users • 90 minutes test session • Test end-to-end flow • Selecting the account number of your choice • Process of personalizing your debit card • Process with reference no. and OTP • Selecting the account and debit card type • Confirming address and ID proof • Opening an account online versus visiting the branch • Qualitative Interview • Post Test Discussion and Ratings

7. UX Process – Summative Usability Testing • Equipment (As Required) • PC, Camera, Microphones • Recoding user behavior • Sessions were recorder using Morae recorder • How user interact with the website • Users were asked to ‘Think out Loud’ • Observation & Control Rooms • Observers were taking live notes using Morae observer • Screen sharing for remote observers • Analyze the findings • Findings were analyzed and documented using Morae manager • UT Methodology – Usability Lab

8. UX Process – Summative Usability Testing • Report – Task Based Performance Ratings 3.68 Total average of 16 participants on a scale of 1-4 (1 being the lowest and 4 being the highest) Overall Rating

9. UX Process – Summative Usability Testing • Report – Overall Experience Overall navigation and ease of use for opening the account online process Opening an account online versus visiting the branch 3.87 3.93 Very Easy Not Easy at All 1 4 • Never before seen concept • Overall extremely impressed and also very easy to do something like this online. • Very easy to navigate and easy to remember

10. Innovative User Experience • Key Features

11. Project Metrics Post launch, from April 27, 2014 – June 03, 2014 1344 Users 207 Accounts Visited the site Have been successfully opened account online Source: Google Analytics

12. Sample Wireframes Choose account number https://myaccount.indusind.com/

13. Sample Wireframes Personalizing debit card https://myaccount.indusind.com/

14. Why we deserve the UXie? • Hear it from them • Would prefer to open the account online • Very easy process • Best part is avoid queues and hassle to go to the branch • Not too many screens to go through Rakesh (Entrepreneur ) Mehek (Professional) • Even though the process is a bit lengthy but actually its explains everything and feels safe • Overall concept is very interesting and innovative • Personalizing the card option is very good • Returning next time concept is also good, it saves at every step • With personalization of card one feels empowered and connects with their daily life • Very unique • It should not be difficult for anyone • Uploading documents online is preferred as well as paying online Anamika (Entrepreneur )