Standard Chartered QR cash, a quick way to withdraw money

Business Goals

Increase usage of ATMs to reduce branch counters dependency, particularly by the elderly

Reduce the time spent in line and per ATM transaction.

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Research

To understand the needs and challenges of primary and secondary users, we conducted ethnographic research and stakeholder interviews with the Standard Chartered UX Research teams in Singapore and Hong Kong. Our findings revealed that

Elderly individuals aged 65 and above were not using ATMs because they preferred visiting branch counters.

Additionally, we found that working professionals aged 25 to 55 had fears related to making mistakes, losing funds due to transaction errors, and entering incorrect information or PIN numbers multiple times. Elderly individuals may require additional visual or auditory guidance due to poor eyesight.

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Product Objectives

Based on our research findings, we added the following product objectives:

Ensure that 70% of common ATM transactions can be completed on the first screen.

Prevent and reduce human or machine error through improvements to the user interface.

Design Process

To improve the user experience, we mapped out the different stages in the customer journey to identify friction and emotions.

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Design Objectives

Based on our insights from various research methods, as well as aligned business and product objectives, our team has identified five key design objectives that address both business and product goals. Our aim is to improve the user experience in the following areas:

• Reduce fear of security and privacy by ensuring that input information is clear and easily readable.
• Increase readability by using a dyslexic-friendly font for instructions and numerical values.
• Enhance the input area by splitting numbers into sections to match the card format instead of presenting a long string of numbers.
• Provide alternative methods for inputting information beyond typing.
• Implement alternative conflict resolution procedures in the event of multiple incorrect PIN attempts.

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Before jumping into the design of the solution and interfaces, we first had to map out the flow of the new ATM experience for both users with and without ATM cards.

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We then designed a user-friendly interface that allowed customers to pre-set instructions via the SC Mobile app and withdraw cash instantly by scanning a QR code at any Standard Chartered ATM in Hong Kong. We also provided clear visual and auditory guidance for elderly individuals, reducing their fears and challenges.

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We also explored different icon options for placement on the app's landing page for easy access to the QR cash service.

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The QR Cash service was successfully launched in March 2019, and customers responded positively to the user-friendly interface and clear instructions. The service has since increased ATM usage, reduced queuing and waiting times, and minimised human and machine errors. As the product designer on the team, I am proud to have contributed to the project's success by designing a user-friendly interface that met the needs of the target users.