Sajindas Devidas - Digital Product Designer

Project Overview

To create a centralized notification inbox for Citibank's digital banking platform. Citibank has only banner notifications, inline notifications, emails, text messages throughout the entire experience that are separate from alerts.

Target Audience

All citibank account holders who use the digital banking platform.

My Role

Lead UX Designer

Tools

Figma, Figjam

Team

Lead UX Designer, UX Researcher, Creative Director, Product Owner and the Engineering Team.

Timeline

6 Weeks

Problem Statement

Lacks a consolidated notifications and alerts which includes banner notifications, inline notifications, emails, and text messages.
Once deleted, there is no option to retreive old notications.
Users have to navigate through different sections of the platform to access various types of notifications
Disjointed user experience.

Design Process

Discovery Sessions

Collaborated with the team to brainstorm possible solutions for the notification inbox.
Conducted interviews and surveys with Citibank account holders to understand their current experience and pain points related to notifications.
Created user personas which allowed us to consistently evaluate decisions through their eyes during each step of the design process.

Design Process

Research Analysis

Both the notification dropdown option and the notification page view can provide a good user experience depending on the context and specific user needs.
In conclusion, the choice between a notification dropdown option and a notification page view depends on factors such as the platform, the frequency and importance of notifications, and the user's preferences.

Notification Dropdown Option

"The Impact of Notifications on User Engagement: Evidence from a Field Experiment" by R. Farooq et al. (2018): This study examines the effect of different notification designs, including dropdowns, on user engagement and found that dropdown notifications can increase user interactions compared to other notification formats.
"User Responses to the Display of Notifications on Mobile Devices" by T. Ojala et al. (2019): This research investigates user perceptions and preferences regarding notification display formats and highlights the convenience and efficiency of dropdown notifications for managing notifications on mobile devices.

Notification Page View

"Managing Mobile Application Notifications: A Survey" by L. Zhang et al. (2019): This survey explores users' preferences and behaviors concerning mobile application notifications and reveals that having a centralized notifications page improves user control, awareness, and reduces interruption, especially for users who receive a high volume of notifications.
"Designing Effective Notification Management Systems for Mobile Devices" by J. Kim et al. (2020): This study investigates the usability of different approaches to notification management, including dedicated pages, and emphasizes the importance of providing users with a clear overview and control of their notifications.

Design Process

Competitor Analysis

Analyzed the notification management features of competitors, such as JPMorgan Chase, Bank of America, and Wells Fargo.
Identified best practices and innovative solutions for consolidating notifications in a single inbox.
Evaluated how competitors handle different notification types and provide a seamless user experience.

Design Process

Wireframing

Develop preliminary wireframes integrating findings from comprehensive user research.
Created two distinct sets of design concepts to facilitate rigorous testing.
Establish a coherent and user-friendly information hierarchy within the notification inbox design.

Design Process

A/B Testing

Collaborated closely with the User Testing team to effectively communicate the objective and purpose of the exercise, ensuring alignment and clarity throughout the process.
Engaged a diverse pool of ten participants with varied backgrounds to conduct comprehensive testing and obtain a representative sample for the project.
Assumed the role of an attentive observer during the testing sessions, actively capturing detailed notes and gaining deep insights into the participants' mindset, preferences, and expectations.

Design Process

Final Designs

A centralized notification inbox for Citibank's digital banking platform
Improved user experience: User satisfaction increased by 20% based on post-redesign surveys.
Positive user feedback: 85% of surveyed users expressed satisfaction with the new notification inbox.

Learnings & Take Away

Understanding user pain points through research and competitor analysis is crucial for designing a consolidated notification inbox.
Iterative design and user feedback loops help refine the solution and address usability issues effectively.
A/B testing provides quantitative data to validate the effectiveness of the redesign.
Consistency with brand identity and UI guidelines ensures a cohesive user experience.