Case Study

BANK CENTRAL ASIA

BANK CENTRAL ASIA

Redesigning the internet banking - Dan Formosa style

TECHNICAL

Case : Internet banking
Reference : – Handbook of Human factors & ergonomics
– Palgunadi, B. (2008). Product design 4 :
Preparation and planning
OS : Win 10 / Desktop

WHAT IS IT ?

NOTICE:
I have to use Indonesian on some sample to show the used of affix make an UX problem

Below is internet banking website of biggest Indonesian bank with market capital value worth $66 Billion. The Bank Central Asia.

It had a broad spectrum of challenges . Somehow the page only show a quarter of entire website page on PC. I already using it for 20 years, and not a single improvement since.

After login, user have to zoom in & out to search the menu, only to found out all in one bucket of left vertical slider. Forget about Gestalt laws of perceptual organization.

There is no grouping. User have to screening one by one carefully because of it. For example, “open account” is below “fund transfer” and above it “e-commerce payment”.

Even after more than 20 years using it, I have to scanning where to find “transaction history”. And it is about money we put in the bank, which should give the feel of clarity & secure.

When we already login, it’s more stressfull, even to do a task as simple as checking our bank account. How much money in it? let’s give it a lot of zoom-in.

Here is what it’s look like when we access it through mobile phone. A lot of wasted space. Of course there is an app version which is better than the web. But user still have to go through this web version if they want to see monthly transaction history. And the stress level would be increasing when user wants to transfer money, just to make sure they didn’t made a mistake.

Here is the problem

Apparently they just put it all in one bucket everything the user can do, and let them figure it out by them self, clicking one by one. There is no grouping to achieve structure, no perceptual organization what so ever.

The time when designer really saving lifes

The designer (if there is any) didn’t sees the function as a component that supporting the operational of the product it self. Basically designing nuclear power plant control panel, a tank, and this internet banking website are the same. Back in the day, I learn Human factor and ergonomics. What sophisticated about it, is how the discipline safe lifes.

World War 1 1914 - 1918

42%

Training pilot die during training from operational mishaps

The British aviators who lost their lives in the first year of the conflict

90%

“Individual deficiencies”

8%

aircraft defect

2%

Killed by enemy action

1943

Alphonse Chapanis give major contribution with his “Shape coding” in aircraft cockpit, showed that this so-called “pilot error” could be greatly reduced when more logical and differentiable controls replaced confusing designs in airplane cockpits.

1950

DTMF keypad layout – military version, his work with Bell Laboratories in 1950’s, which broke with the tradition establish in cash register. The work we still using today.

A
The original layout

8,49 SECOND AVERAGE TIME ACTIVITY

48% CHANCE WRONG BUTTON PUSHED

B
Button switch based on activity grouping

43% FASTER

42% CHANCE WRONG BUTTON PUSHED

The A/B test applied to 5 test subject that never use the internet banking before. All of them are BCA customers, but mostly they used the mobile banking app. This is the data says:

faster operational and reducing user push a wrong button

what we learn so far

  • Test subject pressed the wrong button because the affix used in local language (Indonesia) is similar, like “Pem”. The used of affix looks like a grouping components in our brain, which is actually it isn’t a grouping.
  • When test subject notice the affix is not a grouping, they start to process the information by scanning top to bottom.
  • The words used is not simple and familiar. All test subject failed when given task to download e-Statement.
  • High rate of failed when given task to do credit card bill payment because BCA make exclusive button named “KARTU KREDIT”. Which that button actually only for BCA Credit card payment. Not for credit card from other bank.
  • The mix of service & product button make confusion.

re-design constraint and consideration

  • Old timer user have to be familiar with the change. Reducing the time of adaptation with the change.
  • Similarity with newer BCA service already exist. So the user sees the change is legitimate from the company and part of their services.

The $ 66 Billion

Actual BCA website
Actual BCA mobile website

8,49 SECOND AVERAGE TIME ACTIVITY

48% CHANCE WRONG BUTTON PUSHED

What I do on my free time

57% FASTER

8,5% CHANCE WRONG BUTTON PUSHED

Case study - Re-design mobile website