Glory Global

UX Researcher + Strategist

International cash transaction company needed a new in browser experience for tellers to use on location to support the facilitation of funds to create a secure, seamless cash experiences. Experience needed to support tellers, supervisors and operations.

Main areas of responsibility

User Research
Information Architecture
UX Design
UI Design
Rapid Prototyping

Target and challenge

The user base consists of tellers and supervisors who operate in a fast paced, face to face environment managing cash transactions. The client had an existing desktop application that we replaced with new web browser experience while we added functionality for supervisors and operational needs. This is an international company so currency, language and denominations were all dynamic.

The main objectives were to create an web experiences that emphasized ease of use and intuitiveness. These employees were using it off and on throughout the day in addition to other apps so the need to get acclimated quickly without much help was paramount. Cash machines also needed to be managed and onboarded through the interface

Problem and discovery

The existing desktop application was antiquated and lacking key functionality that allowed team members to operate at full capacity.

Through stakeholder interviews and a usability study of the existing experience I was able to zero in on key requirements that would provide the needed upgrade.

The first was to create a web experience instead of rely on the desktop application. This was easier to maintain and update from a technical standpoint. Second, i provided a more intuitive workflow so users wouldn’t get caught in dead ends. This sped up productivity reduced frustration. Lastly a supervisor experience was for transaction approvals when needed and to manage the onboarding and daily auditing of the cash machines. These machines operated separately from the main banking platform therefore each machine had to maintain its own audit trail.

Outcomes and achievements

Through iterative design with stakeholders and user representatives I reshaped the user journey and created and more intuitive and aesthetically pleasing user interface.

I designed an interactive prototype for tellers, supervisors and admins validated all decisions with feedback from stakeholders and users.

Deposits

This serves as the main landing page for tellers to request a deposit from the cash machine. Currency can be updated easily along with the amount. Each transaction would give the denomination status so tellers had visibility and could plan accordingly.

Withdrawals

This serves as the main landing page for tellers to request a withdrawal from the cash machine. Currency can be updated easily along with the amount. Tellers could alter how many of each note that wanted to give based on the denomination status. This could be done by using the dropdown to recalculate in a predetermined way or it can be customized by clearing the mix.