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About Onbe
Onbe is a financial technology company that helps businesses handle payments to their customers and employees. They offer easy, ready-to-use solutions that let companies send money to people without having to manage the complicated details themselves. This saves businesses from the hassle, expense, and risks of dealing with payment systems on their own.
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My Role
As a UX Designer at Onbe, I was responsible for enhancing the native mobile app experience by addressing outdated visuals and usability issues. My role involved redesigning the app to align with Onbe’s brand and to prevent accidental engagement of “Forgot Username” and “Forgot Password” options during log in, and improve transaction visibility on the dashboard. I also focused on adding visual cues and help capabilities to reduce user frustration and abandonment rates.
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Project Overview
The project centered on improving the native mobile app experience for Onbe, addressing issues such as outdated visuals, accidental taps on login options, and lack of awareness about tappable transactions. The goal was to optimize the user interface, streamline the transaction process, and enhance accessibility, reducing errors and frustration while making the app more intuitive and visually professional for users managing payments.
The Problems
hThis is the original experience of the application.
Issues:
Onbe’s native app was outdated and did not have updated visuals or branding for many years which created disparity between platforms.
The “Forgot Password” and “Forgot Username” tap targets frequently caused the users to accidentally engage these items while logging in. In addition to causing user frustration this experience was not very accessible.
Users were unaware that the transactions were tappable and would fail to engage the transaction details page. This often led to users calling in to customer service inquiring about further details.
The lack of any Help capabilities within the app also led to a higher abandon rate.
The Solution
To prevent accidental engagement, the “Forgot Username” and “Forgot Password” options were repositioned below the “Register” button, enhancing control hierarchy and reducing accidental clicks by 20%.
For the Dashboard page the users were struggling to identify that the transactions were tappable, in order to bring more visual awareness and let the user know that they are tappable we added light gray boxes around each individual transaction. Doing this helped create a better visual hierarchy and signaled the users that the transactions were tappable. This caused our Transaction Details page engagement to increase greatly.
The Results
Reduced accidental “Forgot Username” and “Forgot Password” engagements by 20% through improved control hierarchy.
Reduced accidental “Forgot Username” and “Forgot Password” engagements by 20% through improved control hierarchy.
Increased transaction details page engagement by 30% with the addition of tappable transaction indicators.
Lowered the app abandonment rate by 15% by integrating help capabilities and modernizing the user interface.
Achieved a 25% increase in user satisfaction scores based on post-redesign feedback surveys.