Mobile Deposit

Case studies:

Project

Working with the payments team, our initial objective was to grasp the concept of mobile deposit, also known as MRDC (Mobile Remote Deposit Capture), and assess its functionality within the current Wells Fargo mobile app. To achieve this, we thoroughly examined various design assets including customer personas, journey maps, user flow diagrams, recent usability test results, product performance reports and our design system. Furthermore, we gathered customer feedback to pinpoint common pain points experienced by users. Additionally, stakeholder interviews with key stake holders, product owners and developers were conducted to gain insight into the overall product roadmap, future enhancements, KPIs, technical limitations, and potential implementation hurdles.

Challenges

The Payments team collaborated extensively with various cross-functional teams within the Wells Fargo Mobile application to develop improved features. From the customer standpoint, numerous challenges surfaced in effectively completing mobile check deposits, ranging from instances where customers failed to sign their checks to encountering errors while inputting matching deposit amounts. Additionally, many customers expressed confusion regarding check processing times and the availability of deposited funds. From a business viewpoint, these issues resulted in elevated drop-off rates within specific processes and an increase in inquiries to the customer support center.

Research findings indicated that customers encountered difficulties when using the “enter amount” field during mobile check deposits. It was revealed that users struggled to input, view, or confirm information due to the limited display size, leading to repeated error messages regarding mismatched check amounts. This resulted in emotional and cognitive challenges for users and subsequently prompted unnecessary customer service calls as users attempted to modify or rectify deposit amounts.

Solution

In order to address this issue, we devised, crafted, and evaluated a revamped Enter Amount screen to integrate seamlessly within the workflow. This screen serves as a reusable UI component, ensuring a more uniform and enhanced user experience across various payment products such as Online Wires and Transfer Money.

Other initiatives included:

Offering guidance for the new check capture interaction.
Introducing modernized illustrations to reinforce and visually complement our messaging and instructions.
Developing a fresh set of iconography to indicate successful capture of the check photo.
Enhancing the feedback mechanism to signify successful photo capture with a checkmark confirmation.

User Flow Diagram

New Features List

Integrated a new Enter Amount screen into the experience

This provides the user the ability to accurately and more easily enter amounts while being provided more prominent deposit limits to reduce errors and pain points.
Enhanced and improved in-camera photo capture

Introducing modernized illustrations to reinforce and visually complement our messaging and instructions.
Improved iconography to enhance feedback mechanism

Enhancing the feedback mechanism to signify successful photo capture with a checkmark confirmation.