Concept Mapping: Understanding Mobile Banking
Once I identified these essential features, I translated them into a more digestible visualization – this is how the following “Relationships” Concept Map was created:
Relationships Concept Map (Low Fidelity)
After this first attempt, I switched to Sketch and re-created a high fidelity version of the map:
Relationships Concept Map
After our relationships map, we started by “dissecting” the existing application. We did this by taking a screenshot of every single screen on the app. We were to explore features that we had never imagined existed. We ended up with hundreds of screens. This helped us create an understanding of how the flow of the application worked, and it looked something like this:
Existing Screen Inventory
We then created a Navigation Information Architecture Concept Map based on the existing application. It got very saturated and complex after a while.
Existing Navigation Information Architecture Map
- Circle size: I decided to communicate features with higher number of options by enclosing them in a big circle, the more options the feature had, the bigger the circle.
- Line weight: I also decided to communicate higher frequency of feature use by using a thicker line weight.
- Dashed circle: Are the customizable features that you can add from “settings”.
After recreating the existing Bank of America mobile application concept map, my understanding of the use of the app was bigger and brighter. I discovered new features I still don’t know if I’m ever going to use, but it also helped me think about possible use case scenarios of how I would go about using the app for a particular situation I were to encounter.
I used this new knowledge to create a redesigned version of the BoA mobile application:
For my redesigned version, I highlighted blue and relocated the areas that I’ve noticed are important and might not currently be in the right place. BoA’s application puts their “Help” button front and center – which stays on the header – so that users can access and type in their questions for self-help. But a more clear placement and wording could guide users accomplish their most common banking tasks in an efficient way.
Bank of America’s mobile application has many features and products that can make it somewhat difficult to navigate, although I attribute the navigation difficulty to a few interactive elements. The app allows for customization which aims to fit different user needs. But this customization capability isn’t immediately obvious and can go unnoticed by many users. I asume this could be especially the case for those users that don’t take the time to explore the capabilities and who just prefer to schedule an appointment at a branch for their needs.
For the rest of this second quarter we will continue working on re-designing our banks mobile application. I’m excited to show the rest of the process!