DIRECT DEPOSIT
DIRECT DEPOSIT
UX Designers: Reagan Martin, Kelsey Kang
IA Designer: Alisa Notte
UX Researcher: Michael Brown
Content Designer: Adam Lawson
PROBLEM TO SOLVE
Previously, Ally only offered customers a blank PDF form to enroll and utilize direct deposit. This effort was to increase customer adoption and retention of direct deposits at Ally Bank.
Users also used to have issues with signing up for direct deposit because it was a buried and limited experience.
taps away in mobile app
8
prefilled form or help switching
NO
ENTRY POINTS
Deposits in Navigation
Profile & Settings
Forms
Account Details – Account + Routing Numbers
WHAT TESTING TOLD US
User mental models were setting up direct deposit with their employer, an employer’s portal, or a payroll provider’s website
Users were successful when looking for the banks’s routing and account numbers and when looking to set up direct deposit
Users understood the 3rd party disclaimer and most would continue; a few felt uneasy after reading it and would pause before going forward.
Users had clear expectations of the “Set up automatically” (Atomic) option
EARLY SKETCHING
DIRECT DEPOSIT HUB
Solution included a web page, direct deposit form, illustration, and a modal that helped the customer pre-fill the form.
