Josh Collie

Client

Orwell Group

Role

Senior UX Designer

Industry

Finance

Year

2019

Ipagoo account screen

I was tasked with reviewing and completing an unfinished series of flows for a new version of the Ipagoo application.

Legacy application

Ipagoo was a consumer banking application that served several countries, each with its own financial regulations. The app required a modular system that could cater to each country’s differing requirements.

Ipagoo faced UX and UI challenges in their legacy application with how they attempted to solve this. Prior to my involvement, it had been addressed with sequential screens, each requesting a single piece of information from a user, resulting in a total of more than 50 different screens before a user could get a taste of the application. Although this solution allowed the position and content of each screen to be created bespoke for each country, it resulted in a lengthy registration process and large development overhead for mobile developers and the API team.

Original Ipagoo flow diagram

Original Ipagoo flow diagram

The visual style also lacked in voice and personality.

Little by little

I redesigned the registration in a way where customers would feel like they’re within touching distance of the final application by utilising progressive disclosure. Users would reach the application chrome within 3 screens, down from 50.

Ipagoo create account screen

Step 1: Create an account

Ipagoo create profile screen

Step 2: Create a profile

Ipagoo financial details screen

Step 3: Enter country-specific information

The first of three screens asked for information one provides to most applications requiring an account: an email address and password.

The second prompted users to create a profile, detailing specifics such as first name, last name, and date of birth, all of which are frictionless for a user to enter.

The third and final screen requested country-specific details pertaining to regulation. After this step, they are shown an illustrative holding screen informing users that manual verification is required which may take up to 24 hours. During this time they were free to explore all functionality of the application. We hoped illustrations and animations would instill some delight in what may otherwise be a frustrating moment.

A secondary benefit to collecting information in this order would promise greater reactivation potential from customers who do not fully complete registration.

Custom iconography

I crafted a hand-drawn icon set for use throughout the application. To further distinguish Ipagoo from the majority of banking applications that depend on geometric grid system iconography, the icon set didn’t utilise any forms of grid or system other than uniform colour and stroke width. It allowed a human, unconstrained icon set that was unique and glyphic.

Delight in illustrations

The same technique was applied to illustrations and lent a greater strength of brand and voice while engineering emotions at each stage. These are flourishes that financial incumbents hesitate to implement as they attempt to appeal the lowest common denominator of user.

Ipagoo email verification screen

Added character to email verifications

Ipagoo transaction details

Subtle patterns to enhance understanding

Ipagoo live chat screen

Personality when communicating with support

Typography

To further separate Ipagoo’s identity from competitors, we selected the confident and unique typeface Lemur that conveys personality and individuality yet maintains the trust required of a financial institution.

Lemur typeface

Lemur complemented the glyphic approach to iconography and illustrations while bringing a lot of personality to the application.

Ipagoo chat and help screens

Outcomes

Before the new version of the application could be developed or released, the company regrettably went into administration.