Member Centre eXperience (MCX) is a white labelled user-centric
desktop and mobile app that offers streamlined member
onboarding, account management and content control.
MY ROLE
UX Research, UX Design, UI Design
SUMMARY
I was part of a great team of product owner, UX manager, solution architects, business analysts, technical analysts, both onshore and offshore developers and testers in the transformative project to re-platform an existing digital portal.
PROJECT GOALS
To develop a new responsive superannuation member center portal which replaces the existing one. The new platform allows members to directly manage the site content and marketing update and also features intuitive onboarding and personalised account experiences.
My area of focus in this project are:
1. Onboarding / Member Account Registration
2. Okta multi factor authentication
3. Customised insurance and investment form
4. Projected asset allocation page
DEFINE & DEVELOP METHODS
DESIGN PROCESS & WORKSHOPS
Joining the project later, I began with a comprehensive onboarding call to understand the product, goals and desired features. Based on the findings from our team's extensive existing platform audit, competitor research and user interviews, empathy workshops ensured a user-centric design process, which established a common understanding of user needs, goals and pain points. This helped the team to identify areas for improvement and new features.
Understanding the specific problems and challenges prior to idea generation is essential in the process. I facilitated multiple UX workshops focusing on brainstorming and refining ideas, designs and concepts. My approach to these workshops are outcome-focused, collaborative and designed to achieve specific goals within a set timeframe.
UX documentation on Confluence played a crucial role in fostering collaboration among cross-functional teams in this project. It provides insights into the design process and rationale behind decisions, ensuring that the entire team stays aligned and informed throughout the project's lifecycle.
USER FLOW
Based on the research findings and on-going workshops with business analysts, technical analysts and developers, we created user flows to determine the steps needed to accomplish the specific tasks within the platform.
User flow of member account registration
HI-FI PROTOTYPE & MOCKUPS
1. Onboarding / Member Account Registration
Desktop Hi-Fi Wireframe
Mobile Hi-Fi Wireframe
Example desktop and mobile wireframes of member account registration
2. Multi Factor Authentication
Through the Okta sign-in widget, MFA solutions such as Okta Verify, Google Authenticator and SMS Authenticator enhance security by prompting users to verify their identity through multiple factors like passwords, biometrics, and temporary codes delivered via mobile apps or SMS messages.
Screen flow of Okta Widget MFA solutions with Okta Verify, Google Authenticator and SMS Authenticator
Setup Okta Verify, Google Authenticator and SMS Authenticator
Wireframe screen flow of Setup Okta Verify, Google Authenticator and SMS Authenticator
Users have the option to configure their MFA settings.
Wireframes, Hi-Fi Desktop and Mobile Mockups of Manage MFA
3. Customised Insurance and Investment Form
As a white labelled member platform, specific needs, preferences or branding requirements are tailored for different superannuation funds. One such adaptation involves enhancing the insurance and investment form with additional questions.
The customisation entails additional options for fund members to select for their investment and insurance.
4. Projected Asset Allocation
Data visualisation is essential in showcasing the forecasted distribution of investments across different asset classes. A pie chart is the most effective displaying this distribution, while line graph is more suitable for mobile devices due to limited screen space.
Desktop and Mobile Screens of Projected Asset Allocations - Step 1 with life stages balance
LEARNING
In fintech, user research is crucial for comprehending the needs, pain points and motivations of the target audience, particularly given the complexity of financial services. Based on the user research, our team can identify specific user requirements and develop solutions tailored to meet their needs effectively.
Due to the handling of sensitive user data, security is extremely crucial in fintech design processes. It is imperative to design interfaces that are secure and user-friendly, which is also one of the biggest challenges finding a delicate balance between robust security measures and maintaining ease of use.