My Portfolio

SEVA

Seva Bank for

Mobile Application

Case Study

Design in

(NBU)

It’s an banking app designed for Next Billion Users (NBU) for users in rural areas who are going to use the Internet for the very first time.

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खाता विवरण

सेवाएं

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बिल भुगतान एवं रिचार्ज

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14 March

-135.3

Received from Amar

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होम

लेन-देन

ट्रांसफर

सेटिंग

स्वागत है

, मोतीलाल

नमस्ते मोतीलाल

A/C No.: 9866543223579123

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व्यक्तिगत जानकारी

बैंक और कार्ड

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शीघ्र ऋण

खाता विवरण

पता

संपर्क करें

सेटिंग

संदर्भ देना

Overview

Seva is a banking app designed specifically for users in rural areas who are new to internet banking, the app aims to provide a simple, intuitive, and accessible banking experience to users who may have limited internet access and varying levels of digital literacy.

Problem Statement

In today's digital age, access to banking services is essential for financial inclusion. However, many rural areas often lack access to traditional banking services, making it difficult for residents to manage their finances conveniently. Additionally, many residents are unfamiliar with internet banking and may feel overwhelmed by complex banking apps designed for urban users. by recognizing these challenges I saw an opportunity to bridge the gap by creating a mobile banking app specifically for rural users who are about to become internet users for the very first time.

View Balance

XXXX

9123

Saving Account

9:41

Quick Access

Transfer Money

Scan To Pay

Statement

Services

Quick Loan

Bill pay & Recharge

Fixed Deposit

Account

Investment

Insurance

Transactions

Transfer to Devi

3:00 PM

14 March

-135.3

Received from Amar

+3,982.5

Received from Ram

+204.56

Welcome,

Motilal

Home

Transaction

Transfer

Setting

Possible Solutions

Based on research the solution for the mobile banking app for rural users focuses on simplicity, accessibility, and security to ensure a seamless banking experience for individuals who are new to the internet.

Implement a straightforward registration process with minimal steps, guided by clear instructions in the user's preferred language.

Design a clean and intuitive user interface with large, easy-to-read text, and intuitive icons to facilitate navigation.

Organize features logically and prominently display essential functions such as account balance, transaction history, and fund transfer options on the home screen.

Utilize state-of-the-art encryption and authentication protocols to ensure the security of transactions and protect user data from unauthorized access.

Provide users with easy access to their transaction history, allowing them to view, incoming and outgoing transactions.

Offer comprehensive customer support services through AI assistance chat bot and phone support.

Allow users to customize their app experience by selecting their preferred language.

Users can perform essential banking tasks such as transferring funds, paying bills, applying for loans, and setting savings goals directly from the app.

Objectives

The primary objective of the app is to provide rural users with a user-friendly platform to manage their finances, make transactions, and access banking services with ease. The app aims to empower users with limited internet access and digital literacy to take control of their finances from the comfort of their homes.

Design Process

Research

Define

Ideate

Design

User Research

The user research conducted for the seva mobile banking app aimed to gain deep insights into the banking behaviours, technological proficiency, and specific needs of users in rural communities. Through a combination of surveys, interviews, and observational research, I have gathered comprehensive data on user’s demographics, banking habits, technology usage, and preferences. The research revealed valuable insights into the challenges faced by rural users, such as limited internet connectivity, low digital literacy, and trust issues with online banking.

Survey Insight

Do you own a smartphone?

75%

25%

Yes, I have a smartphone.

No, I don’t have any.

For what reason basically do you use your smartphone?

For Phone calls

Using social media apps(Facebook, Instagram, Youtube etc)

Taking photos and videos

Others

Browsing Internet

15%

64%

How do you primarily conduct your banking transactions?

In-person at a bank branch

ATM

Online banking website

Mobile banking app

21%

75%

What types of transactions do you typically perform?

Checking balance

Transferring money between accounts

Paying bills

Others

Applying for loans and Credits

22%

60%

12%

Easy fund transfers between accounts

22 (80%)

26 (85.3%)

6 (23.5%)

14 (47.5%)

24 (90.5%)

18 (56.5%)

11 (27.5%)

23 (76.7%)

Easy to view Account balance

Currency conversion calculator for international transactions

Bill payment capabilities for utilities, telecommunications...

Customer support chat or messaging feature

Quick access to account statements and transaction history

Loan or credit application and management

Secure login options such as biometric or Pin authentication

What features or functionalities would you like to see in a mobile banking app?

Research

User Persona

Background

Arun Mishra runs a small grocery store in Bishnoi Rajasthan. He is married with two children and is the primary breadwinner for his family. Despite being a hardworking entrepreneur, Arun faces numerous challenges in managing his finances effectively. He has limited access to traditional banking services, often relying on cash transactions and informal savings methods. Arun is eager to explore digital banking options to streamline his financial tasks and improve his business operations.

Goals

Arun aims to efficiently track income and expenses for better profitability and future growth planning.

He seeks a convenient way to access banking services without visiting a physical branch.

Arun seeks a simple banking solution for his basic smartphone that works with intermittent internet.

Challenges

Arun can use smartphones and the internet but may find complex interfaces or technical terms challenging.

Running a small business leaves Arun with little time for learning new technologies or handling finances.

He is wary of online financial transactions due to data security and fraud risks.

Arun Mishra

Age

Status

Married

Location

Bishnoi, Rajasthan

Occupation

Small Business Owner

Personality

Introvert

Thinker

Hardworking

Thoughtful

Needs

Simple Interface : Raj requires a mobile banking app with an intuitive interface that is easy to navigate and understand, even for users with limited technological literacy.

Account management : He needs features for checking his account balance, viewing transaction history, and transferring funds between accounts seamlessly.

Business Tools : Raj seeks tools and resources within the app to help him manage his business finances effectively, such as expense tracking and invoicing capabilities.

Customer Support : He values swift customer support in his local language for any app-related issues.

Says

Feels

Thinks

Does

I want to learn digital banking but fear making mistakes.

I'm not sure how this app works. I've never used the internet before

I'm concerned about online financial scams.

I wish for a simpler way to manage finances without going to the bank.

I wish for convenient banking access without dependence or travel.

I want to learn digital banking but don't know where to start.

I hope this app is user-friendly and doesn't need much tech knowledge.

I must be cautious online to avoid scams or fraud.

Anxious about managing finances digitally.

He hopes digital banking offers a safer, easier way to manage money.

Frustrated by barriers to banking access.

Overwhelmed by the prospect of learning new technology.

Depends on family or friends for tech tasks.

Regularly deposits or withdraws cash at the bank branch.

Fear of errors or scams hinders exploration of new apps/websites.

Getting frustrated with complicated interfaces

Empathy Mapping

Ideate

Information Architecture

User Flow

Design

Low Fidelity Screens

High Fidelity Screens

Splash Screen

A splash screen is the introductory screen that appears when you open the app. It is typically a branded image or animation that serves as a visually appealing and engaging way to greet users as they launch the app.

Onboarding Screens

An onboarding screen in an app is a crucial component that helps new users understand how to use the app and its features. The onboarding screen typically appears when a user launches the app for the first time or when they create a new account. The purpose of the onboarding screen is to guide users through the essential features of the app and help them get started with using the app.

Home Screen

The home screen of an app is the primary interface that users interact with when they open the app. It should be designed to provide a clear and intuitive user experience that allows users to quickly access and manage their financial information.

User profile

Switch Language

Notification

Bottom Navigation

Chat Bot

Bank Services

Quick Access

Check Balance

Barcode Scanner

Features Walkthrough Guide

Through a series of step-by-step instructions and visual demonstrations, users are guided through the various features of the app. By providing clear explanations and illustrative examples, the Features Walkthrough Guide ensures that users can leverage the app to conveniently access banking services, manage their finances, and achieve their financial goals.