Fintech
Rethinking Communication Consent
Improving the way users give permission for information on mobile app.
Role
Product designer — UX Design, Research, Usability Testing, User Interviews, Visual Design
Duration
6 months
Overview
The consent process involves obtaining users' explicit permission to collect and utilize their personal and financial data, as well as enabling them to customize their preferences for communication features.
100% of users will be required to complete this form in order to gain access to the mobile app.
User Interviews
Talking to the people
I prepared a few questions and sat down on several zoom user interviews to watch how they navigate through the consent process and monitor their progress and choices. The goal was to find any parts that might be causing problems for them.
Here are the problem areas I was able to identify:
Inability to modify consent choices
“I made a mistake with my consent choices, but found that there's no way to correct it. I felt stuck with my initial decision.” - User A
Unclear confirmation process
“The consent process is a bit confusing. I thought I confirmed my choices, but then I realized I missed the confirmation button.” - User B
No clear important information display
Ideation
“How do I make users’ lives easy?”
“How do I get users to complete their journey while complying to legal requirements?”
”How does business goals play into this?”
To be able to fix the previous issues, I had to have some things in mind.
A majority of 71% of users opt for using the mobile app instead of the web dashboard to access their banking info. (which is a huge chuck of the bank’s clients!!!)
Based on user interviews, it was found that 2 out of 5 (40%) of the users encountered difficulty in accessing the confirmation button.
During the user interviews, I made an observation that most users exhibited a natural inclination to close any pop ups. As a result, they closed the consent form and became confused about the next steps they needed to take. It was like a major "Uh-oh, now what?" moment for them.
Design & Implementation
After a ton of back and forth with the PM and legal teams...
It was vital to me to ensure that all user problems were solved during this phase. Here are the design solutions I came up with:
I made sure to offer users the ability to revisit and change their consent choices at any time using a simple back button.
I understand that users have the opportunity to modify their preferences at any time through settings, but it is likely that they are too lazy to do so. It’s simply frustrating not being able to change previous choices on the spot.
I used a clear and easily accessible switch element for yes/no questions to confirm user's choices.
This should help condense the appearance of the questions, making them look less intimidating. It should prompt users to finish the form quicker because they perceive the form as smaller.
To address the issue with the ambiguity of the legal information, as a part of the journey itself, I showed important information in a separate page rather than having it hidden under the CTA.
Personal learnings
I genuinely enjoyed working on this project
Working with legal is actually fun!
Gave me a ton of problems to solve! I appreciate the opportunity to interpret legal inputs from a UX standpoint and properly integrate them into the journey.
I enjoy being given creative freedom and enough room to be innovative.
Would I have changed anything though?
I wish I’d had the opportunity to iterate on the final version after it was out.