Case Study: Improving Customer Experience of TPBank LiveBank
Project Overview:
TPBank LiveBank is an innovative online banking service that enables customers to perform transactions and manage their accounts from anywhere without having to visit the bank in person. With Livebank, customers can easily transfer funds, pay bills, and check their account balances online. In addition, Livebank offers a range of other convenient features, such as the ability to view transaction history, set up automatic payments, and receive alerts for account activity. Customers can also easily access their account information through the Livebank.
As part of a comprehensive effort to enhance the quality of its online banking service, TPBank has set its sights on improving the overall customer experience of its digital platform, TPBank LiveBank. The goal is to establish TPBank LiveBank as the premier online banking service in the Vietnamese market.
My role:
UX/UI Designer
Team members:
4 people
Methods used:
UX Audit (Jacob’s Nielsen Heuristic Evaluation, Survey, How might we workshop)
Exploration/Discovery:
A UX audit is an essential step in the development process. It helps to identify any user experience issues that may be present in the app and provides actionable insights to improve the overall user experience.
The audit examined the design and usability of the app, including its ease of navigation, intuitiveness of features, and visual appeal. By conducting a UX audit, TPBank gained valuable insights that will help improve the user experience.
The following images were captured from TPBank Livebank UX Audit documents.
User Survey:
Besides the UX Audit, we conducted surveys and interviews with existing users who are currently using TPBank cards as the primary cards.
By conducting these research methods, the team have a better understanding of the user's needs and preferences, which will ultimately help to improve the overall user experience of the LiveBank.
How might we workshop:
By using the "How Might We" framework, the team will generate open-ended questions that encourage ideation and collaboration to explore potential solutions.
Design phase:
During the UI design phase of the TPBank LiveBank project, we decided to incorporate a futuristic style into the user interface. Our decision was based on research insights which revealed that a modern and visually appealing platform would be optimal. By designing a sleek and futuristic interface, we aimed to create a unique user experience that would not only meet the needs of the target audience but also distinguish TPBank LiveBank from its competitors. We implemented the futuristic style throughout the platform, including the dark/light theme, voice/AI control, and 3D elements.
UI Design Concept:
The following images were captured from TPBank Livebank final UI Design concept.
