From frustration to a sense of ease
Redesigning HDFC Bank's Netbanking experience
UX Designer
Time frame - 2 months
Personal Project
This project aims to redesign the NEFT flow for HDFC Bank Ltd., addressing current user pain points and improving the overall efficiency, clarity, and accessibility of the online fund transfer experience. The redesigned NEFT flow will enhance user satisfaction and strengthen the bank's digital banking offerings.
Interface Problems
How does this impact business ?
Reduces brand loyalty and trust in digital services
Poor customer experience
High bounce rates or drop-offs
Loss in transaction revenue
Pivoting towards competitors solutions
User Personas
Although most transactions in India are in UPI, lets look at a segment where NEFT's are helpful.
User journey of the current flow
Understanding Pain Points
*The green notes represents potential solutions
Defining the problem statement
One of the largest private banks in India has some serious issue, their interface. Let's see what people has to say
Looking at the case of Maya
As a business owner, Maya wants to use the HDFC website to initiate NEFT transfers easily when UPI isn't an option. However, the current design is confusing and time-consuming, requiring her to navigate through complex menus and deal with unclear instructions, leading to frustration.
Expected Outcomes with the Redesign
Improved Information Architecture
Prioritize and organize information clearly and concisely, minimizing cognitive load and maximizing comprehension
Enhanced Usability and Clarity
Employ clear instructions, intuitive design elements, and helpful error messages to guide users through the process seamlessly.
Maintain Brand Consistency
Align the NEFT flow design with the bank's overall web platform branding and user interface language.
The more efficient and visually pleasing the process is the more the customer sticks with the bank and more such revenue can be generated.
Constraints
I wanted to redesign in such a way that I use the same font, mostly the same UI elements, and design patterns, and create a new and improved experience just by applying design principles properly.
Final Screens
Possible Outcomes
Improved ease of navigation and reduced frustration while performing NEFT/RTGS transactions
Reduction in bounce/drop-offs during the payment flow
Higher user satisfaction
Improved customer retention and increased trust in bank's digital services
My learnings
Importance of visual hierarchy, white space, contrast and other design principles
Upgrading digital interfaces with the current UI patterns and progressions is important, because as users evolve, product needs to evolve along with them
