Secure Messaging on iOS, Android, and the web reduces phishing attacks, enhancing communication with support officers.
Bank digital users and bank support officers.
Lead Product Designer for the mobile app and the web
Lead Product Designer, Creative Director, PMs
November 2022
10 months (IOS, Android, Tablet, Web)
Published in the staging environment
Cyberattacks in the banking industry notably increased. In response, the bank aimed to address this issue by enhancing the security of communications.
Certain clients received unusual or suspicious emails.
Critical documents were exchanged via email, compromising the level of security.
Clients contacted bank support officers multiple times, diminishing their available time for other important tasks.
How could we create a safer and more convenient way to communicate with the clients?
At first, we believed that providing email and SMS options would be advantageous for users who have a preference for a particular communication channel.
After testing, users found no clear distinction between email and messages. Consequently, we focused on messages, which is more consumer-friendly.
The initial version aimed to showcase standard chat functions such as calling and voice recording, but due to time constraints, these features were not prioritized.
The second option emphasized UI optimization with smaller avatars, organized threads, enhanced security through encryption for calls, and improved overall UI, including better spacing and a clear send button.
We added threads to organize different client topics, emphasizing them since each client could only have a single support officer. This helps in identifying and addressing specific cases efficiently.
We optimized the document-sharing process, simplifying it for users to send documents while clearly indicating the allowed document types to their support officer.
This project took precedence over others, and we expanded the feature from the app to the web, ensuring responsiveness for the bank's website.
I am grateful to have collaborated on a demanding project with exceptionally talented individuals and multiple teams.
This helped me in enhancing my skills across diverse devices by adapting solutions for various platforms such as iOS, Android, and the web.
While working on this, I supported the Tablet team and the corporate version of this feature. I had to organize my tasks and establish priorities.
I collaborated with diverse development specialists, including Android devs, iOS devs, and web devs, each with unique requirements. This experience greatly assisted me in adapting to various circumstances.
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