Ongoing end-to-end development on an award winning banking and payments app
Ongoing end-to-end development on an award winning banking and payments app
My role has changed significantly while being at Tyro: I started off as one of the first multidisciplinary product designers, working on features end to end. I then chose to focus purely on research by understanding and validating customer needs, before then taking lead of the product design team.
In 2017, I moved to product management as senior product manager for digital channels (including the Tyro App), but still play a big part in the design process of taking each feature and problem through to execution with our wonderful team.
I work alongside UX researchers, product designers, product managers and cross functional engineering teams, as well as broader parts of the business to ensure we’re building the right products, that solve the right customer needs, and achieve Tyro’s business and customer goals successfully.
In the Tyro App alone (amongst other achievements on other projects), I've lead the end to end product management of:
Since 2004, Tyro had been delivering market leading payments products for small businesses, but in 2015, Tyro saw a gap in the market to focus on the banking needs of small business customers across Australia. It's focused widened to include a deposit and lending product to exist with it's payments offering that would save Australian small businesses time and money, with a brand new banking product, all delivered through customer's mobile phones.
This case study is the culmination of a continued and iterative product design cycle, using lean principles to understand customer needs, and delivering them with cross functional, embedded teams. Details in this case study are documented broadly to cover it's entire process from research through to delivery and measurement across the countless features, improvements and experiments the team has run collaboratively as a team.
The main goal that our particular team that delivered the banking app was to ensure our customers had a consistent, easy experience to help save Australian small businesses time and money, so they can get back to running their business. Likewise, Tyro's business goals included increasing engagement with our channels to drive adoption of our deposit, lending and payments products, as well as a focus to reducing our cost to serve customers.
Being a constantly evolving product, this is it's current iteration in both iOS and Android format. We opted to use native mobile platform UI components, mixed with Tyro's brand and design system to ensure we had a recognisable but easily understood and quick to build product for our awesome customers.
Our design principles are based on our continued customer research as well as Tyro's company mission: using technology to help Australian small businesses achieve their version of success.
Simplicity - As little design as possible. We ruthlessly test to ensure that nothing on a screen isn't there for no reason, and ensures our useres can focus on what's most important.
Trust - This is your bank, not Snapchat. Users should be comfortable making large payments using our products, so we use visual design and copy to build trust with users.
Speed - Our users don't have time to wait, they need to get back to running their business. Design information and flows to be completed as quickly as possible, so they spend less time in our products, and more time running their business.
Control - Business owners need to stay on top of everything and get freaked out when they lose control. Designing for control means ensuring that users have enough information to make decisions comfortably and give them flexibility to make changes if they make a mistake.
Consistency - Don't make users learn new interactions to be clever, focus on re-using components and standard mobile native patterns to build familiarity.
Tyro's banking dashboard was designed to give customer a quick, high level overview of all their balances at a quick glance, but with the important actions only one tap away.
Bank, payments and loans balances all feature in the blue section, with the ability to quickly initiate a payment via the Pay & transfer button to pay their bills.
The dashboard also features our messaging and notifications centre, cards appearing on the user's dashboard notifying them of new offers, bills to pay, setup their account, system notifications or information to help inform them about new features. We chose this system as it allowed customers to be notified of changes, without getting in the way of their regular jobs to be completed.
Cross sell of products and features increased dramatically and almost immediately on the introduction of the card messaging system to our dashboard.
This section of the app went through several iterations to make it most useful for our customers, with the hierarchy of information focusing on the businesses current takings. The bar graph is broken down by hour so customers can understand when their store is busy and adjust their staff accordingly, with a coachmark offering affordance on the graph to show it can be tapped, and swiped. We also opted to use mobile native patterns for each, so customers would be most familiar with how to manipulate the data.
Less commonly used features, such as seeing the breakdown of the fees charged to you by Tyro (typically only viewed monthly by users) were pushed one level down so it wouldn't compete with regularly accessed information.
The latest iteration of this feature has improved app retention and increased usage of the app significantly since launch.
Only available if a user has a loan (and hidden if not), the loans tab offers more insights on the current and previous loans taken out by a banking customer. The progress chart shows users how far through the loan they are, with their remaining balance and a calculation of how much longer they have to pay based on their current repayments.
Less important information such as details on their original loan feature below, as well as other features such as tax statements and the ability to make manual repayments on their loan (most often used to finalise the payout of their loan, if they choose).
Our original loan experience didn't actually include this page, as we formed an original hypothesis that customers wouldn't need this information until they'd be using the loan for a few months (which proved to be true). This gave us more time to build this at a later date and we focused on getting the loan acceptance flow to market earlier.
Batch payment bill approval
Customers can approve bills sent by Xero, allowing users to save time by approving a batch in one go, rather than paying them all individually.
It was a little difficult to include all elements of the bill clearly on a small mobile screen, so we focused on ensuring the most important parts were prominent on the page (the name, amount, and the button to pay).
Likewise, our ethnographic research showed that customers also spent lots of time checking to ensure they were paying the correct amounts and people before approving them, and hence we created a system that quickly highlighted to customers (called "Smart triggers") that pointed out if a user looked to be new, or an amount was significantly higher than usual.
Single bill details
Business owners can drill down into their batch payments with further detail, double checking bank details, descriptions, due dates, and any further details on other approvals on the bill.
Each bill approval page also includes the current balance and balance of all approved payments, to ensure users are sure they can afford the bill payment before approving it.
Pay & transfer
A common task typically for smaller business owners making one off payments, users can easily transfer money via BPAY, bank accounts, and to their linked account with just a few taps.
Using native mobile patterns, users can also search, add payees, or delete them from their list. We opted to design this experience with some similarity to other consumer banking apps due to it's familiarity with smaller business owners not used to making payments through their accounting software.
While we were able to design a similar flow to other consumer apps, we managed to make them a little faster by removing certain steps not applicable to Tyro's banking account (such as selecting an account to pay from, which is always the Tyro Smart Account).
Value proposition pages
These pages are used throughout the app in various areas to articulate value propositions for new features, and explain how they work easily to customers, with a call-to-action on to complete the action.
Our user testing showed that customers understood these pages much more quickly if they:
Changes to these pages compared to a previous design resulted in much higher conversions on value proposition pages, and better completion of setup flows.
Over the past few years, we've had many milestones through the success of our app:
- Grown the product from to thousands of daily active users, and still growing at 25% a month
- Delivered a successful channel to allow customers to accept millions of loans, and keep millions of dollars of in our deposit accounts
- Reduced call volume for customer support by 28% through the introduction of self service payments reporting, self help and resetting of login details
James Taylor - Product Manager and Designer in San Francisco, previously Sydney.