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UI Uplift – BSF -Jana Rewards

UI Uplift - App, Web, Jana

Client Banque Saudi Fransi | BSF

CategoryWeb & App Redesign

Time Line 2 Months

Associated With HUED

Website https://bsfjana.sa/

Project Overview

BSF – Jana Rewards is an innovative loyalty program designed to enhance customer engagement and reward loyalty among users. This program aims to recognize the dedication of our customers by offering exclusive benefits and incentives tailored to their preferences.

Key Features:

-Earning Points: Customers can earn points for every purchase or interaction, allowing them to accumulate rewards over time.

-Exclusive Offers: Members receive access to special promotions, discounts, and events, providing added value and enhancing their overall experience.

-Personalized Rewards: The program leverages customer data to offer personalized rewards that align with individual preferences and shopping habits.

-Easy Redemption: Users can easily redeem their points for a variety of rewards, including products, services, and experiences, ensuring a seamless and satisfying process.

UI Changes Goals

01 – Make UI more user friendly:
Redesign the interface to ensure it is visually intuitive, easy to navigate, and improves overall user engagement by streamlining complex processes and simplifying interactions.

02 – Lessen User Error:
Introduce changes that minimize the risk of common mistakes to create a more seamless and error-free experience.

03 – More Accessible Experience:
Enhance the platform to be more inclusive by enhancing accessibility, and optimizing for diverse user needs, allowing everyone to navigate with ease.

Research Methods

1- Stakeholder & User Interviews:
We conducted 30-60 minute interviews with BSF stakeholders and end users to gather qualitative insights on their current experiences and their vision for an ideal
future state.

2- Heuristic Assessment:
We completed a thorough heuristic evaluation of BSF’s user interface on both desktop and mobile, identifying usability issues based on established usability
principles.

3- Benchmarking:
We identified relevant benchmarks and similar products for comparison, collected data, and analyzed BSF against these benchmarks to pinpoint improvement areas and offer recommendations.

4- Usability Testing:
We facilitated moderated usability testing sessions where BSF users completed specific tasks, allowing us to observe interactions, identify pain points, and gather feedback for improvement.

Challenges

1- Complexity of Mortgage Loans:
Mortgage loans are complex due to the involvement of multiple parties and the need for detailed documentation.

2- Integration with Government Services:
The need to integrate with government services and infrastructure to digitalize banking services, especially mortgages.

3- Cost of Digitalization:
The high cost associated with digital transformation, including integrating various services and ensuring security.

4- Stakeholder Collaboration:
Collaboration and alignment between different stakeholders, including compliance, legal, and IT teams, to implement digital solutions

5- Customer Adaptation to Digital Solutions:
Ensuring customers, especially those accustomed to traditional banking, adapt to and trust digital solutions.

UX Issues

1- Ease of Navigation and Simplicity:
Users expect easy navigation and a simple, intuitive interface. The need to ensure that updates do not disrupt the user’s ability to find and use essential features.

2-Customization and Personalization:
Desire for personalized user experiences based on individual preferences and transaction history. Customizable front pages and favorite features for frequent tasks.

3-Response Time and Reliability:
Ensuring the app is fast and reliable, with quick response times for transactions and queries. Addressing complaints about app downtime and slow performance.

4- Consistent Brand Experience:
Maintaining a consistent brand experience across all digital and physical touch-points. Insuring the digital experience reflects the bank’s brand
values and tone of voice.

Final Result

We Hopefully Delivered an enhanced version of the website considering best User experience practices and also adapting new design trends that suits the targeted audience. below there’s an example for our achievements:

1- User-Centric Approach: Implementing a user-centered design methodology to ensure that the website meets the needs and expectations of its diverse user base.

2- Improved Navigation: Enhancing the site’s information architecture and navigation to make it easier for users to find relevant content and services.

3- Visual Refinement: Updating the visual elements, color schemes, typography, and imagery to create a cohesive and aesthetically pleasing design

Noha Yasser