Building a better digital banking experience.

Digital transformation is an integral part of the Bank Of The Philippine Islands (BPI) strategy to employ innovation and quick go-to-market that ensures a continuous release of services and features. Together with Mobiquity, the team has become adept at producing diversely relevant, convenient, and pioneering features to suit their client’s varying needs. While the first and second years of the engagement were focused on improving features, moving from the old platform to the new one, and rolling out a fresh design of their public-facing website, the main focus in 2020 and beyond is the implementation of new revenue-generating features and the addition of new partnerships to BPI’s growing ecosystem to boost the use of digital banking among BPI’s customers.

BPI continues to add inventive features to uplift the clients’ digital lifestyle. BPI also boosted its digital ecosystem by engaging in partnerships and offering services beyond banking. This helped BPI to gain the most extensive list of digital capabilities among local banks, with 70 online and 40 mobile banking features. To date, BPI Online has hit the 4 million mark for enrolled users, a huge leap from end-2017 with 2.9 million users. The number of users grew by 14% in 2018 and 10% in 2019, while transactions surged by 87% in 2019. The huge spike in transactions indicates the shifting behavior towards online banking.

BPI Chief Operating Officer Ramon Jocson said;

“Digital transformation is not just about applying technology tools. It is about changing the way we think of ourselves and our place in customer’s lives. With our digital ecosystem, we are trying to influence our clients to adopt digital behaviors and develop a digital culture.”

Most recently, the COVID-19 pandemic and lockdowns in large swaths of the Philippines accelerated the shift towards digital banking among BPI’s clients. In the first month that the main island of Luzon, where much of the country’s economic activity is centered, around 90% of all transactions by BPI customers were done digitally. Prior to the pandemic, 60% of transactions were handled by branch staff, while only 40% were done via BPI Online or the Mobile App.

“The mobility limits and strict social distancing guidelines in place ushered the emergence of a vibrant hyperlocal market in many parts of the country. Communities organized and created social media groups for their respective neighborhoods where they could freely advertise homemade goods and offer fresh market products. Our digital platforms helped enable their activities by giving them a safe and secure contactless payment system” said Noel Santiago, BPI's Chief Digital Officer.

Company: Mobiquity
Client: Bank of the Philippine Islands (BPI)
Year: 2020

At Mobiquity, a global digital consultancy. I have had the privilege to work as a UX / Product designer of the Agile BPI team on numerous new features and improvements of the mobile banking app (iOS & Android) and online banking platform (responsive web).

Defining the Key Pain Points At BPI we design for all ages and social economic levels. We don’t design something only tech-savvy young hipsters understand. Think about the situations in which the BPI app is used. And take into account the use of our app in public spaces, public transport, and direct sunlight. Our users typically use mobile devices outdoors in poorly lit places or in sun glare. Creating sufficient color contrast between elements is vital so that users can see and use our app. Ensure ample contrast between the font color and the background so the text is legible. Icons or other critical elements should follow the recommended contrast ratios.

Approach Conducting user research, and interviews with stakeholders and business analysts to define pain points based on different user scenarios. We have drawn up a list of BPI Design Principles for a redesign of the user interface design and a simplification of the user experience.

"How might we offer a secure, quick, and seamless payment process..”

Solution

The Bank of the Philippine Islands (BPI) has taken a significant stride towards enhancing its user experience with a well-executed design refresh for its financial banking app. This thoughtful makeover has brought about a range of improvements that make banking transactions smoother, more efficient, and user-friendly. Let's delve into the key aspects that have positively impacted the user experience.

1. Intuitive Navigation
The redesigned app introduces an intuitive and user-centric navigation system. Complex banking operations, such as fund transfers, bill payments, and account management, have been streamlined into easily accessible sections with clear icons and labels. Users can now effortlessly find the features they need, reducing confusion and saving valuable time.

2. Enhanced Accessibility
BPI's design refresh prioritizes accessibility, catering to a broader range of users. Larger font sizes, improved color contrast, and clearer button shapes have been implemented to ensure that the app is inclusive for individuals with visual impairments. Additionally, optimized support for screen readers enhances the overall usability for users with disabilities.

3. Seamless Onboarding
BPI's redesign includes a seamless onboarding process that allows new users to sign up and existing users to log in effortlessly. The incorporation of biometric authentication (fingerprint or facial recognition) has not only improved security but also expedited the login process, eliminating the need for lengthy passwords and ensuring a smooth user experience from the very beginning.

4 Real-time Notifications
The app now delivers real-time notifications for important account activities, such as incoming funds, bill-due reminders, and security alerts. These notifications keep users informed and empowered, reducing the likelihood of missed payments and potential security risks.

5. Security Reinforcements
The redesign addresses security concerns effectively by implementing additional layers of protection, such as two-factor authentication for sensitive transactions and biometric verification for crucial account actions. These bolstered security measures inspire user confidence in the app's safety.

6. Seamless Multi-platform Experience
BPI's financial banking app refresh offers a consistent experience across different platforms, be it smartphones, tablets, or desktops. This ensures that users can transition between devices effortlessly, providing unparalleled convenience and flexibility.

In conclusion:

The design refresh of BPI's financial banking app has been a resounding success, significantly improving the overall user experience. The app's intuitive navigation and enhanced accessibility cater to a broader user base and make everyday banking tasks more accessible and efficient. With strengthened security measures and real-time notifications, BPI has shown a commitment to meeting the needs of its customers. By focusing on user-centric design, BPI has set a new benchmark in the banking app arena, providing a seamless and rewarding experience to its users.