Contextual Bank Linking

Mobile App Evolution for Connecting Accounts

Enhanced user experience for connecting accounts within a financial institution mobile app.

Company

Fidelity Investments

Role

Senior Product Designer

Duration

4 Months

Team

1 UX Designer, 1 Business Strategist, 4 Developers, 1 Squad Leader

The Challenge

How might we digitize account status to replace archaic paper form processes?

Specific Goals

Prevent internal structural issues from affecting clients and provide real-time bank linking status updates.

Key Metrics

Reduce costly call center overtime by surfacing bank account status data on client UIs via a new status API.

Before

Before redesign: Fidelity account connection screen. Cluttered interface with multiple steps and confusing prompts.
After redesign: Streamlined account connection screen in Fidelity app. Designed by Dena Jane for a simplified process with fewer steps and clear, concise instructions and status updates.

After

Prototype

Bank Linking

Link your bank, skip the paperwork, verify with micro deposits, and track the status all in one application.

Witness the future of banking! Dive into our prototype demo of a cutting-edge mobile app designed to revolutionize account connection. Seamlessly connect your accounts across multiple financial institutions with our intuitive and user-friendly interface. Experience the power of streamlined banking with our innovative UX/UI design and prototype.

Educational Step

Bank Selection Screen: UI highlights the user-friendliness of the bank selection process.
Education Screen: UI emphasizes the simple and secure nature of the process

Scannable Data Collection

Data Scan Screen: UI emphasizes the speed and security of the scanning process.

In-App Verification
(paper form remediated)

Micro-Deposit Verification Screen: UI focuses on the status clarity, simplicity and user guidance of the micro-deposit verification process.

Automated Linking

Outcomes that tie back to the challenge

Results

70%

of Calls Reduced within just the first 2 months of feature release

1.9 M

dollars saved in overtime expenses in the first 2 months

+

positive feedback and reviews internally and externally

“The calls are finally down. THANK YOU!!” - Call Center Representative