Japan Post BankYucho Bankbook App
UI/UX design as a gateway to the digital shift
Context
Japan Post Bank is used by a wide range of people, including students, housewives, and the elderly, as they can easily make entries and transfers at post office ATMs located throughout the country. However, due to this convenience, it has been difficult to shift to a more convenient digital experience.
The bank offered a Yucho Direct balance inquiry app, but registration for this app which is internet banking, was required. So it has an obstacle to start using the app. As a result, the successor of this app, a bankbook app, was designed to be easy for anyone to start using and to allow users to easily achieve what they wanted, with the aim of digitizing customer contact points and reducing the use of paper bankbooks.
The bank offered a Yucho Direct balance inquiry app, but registration for this app which is internet banking, was required. So it has an obstacle to start using the app. As a result, the successor of this app, a bankbook app, was designed to be easy for anyone to start using and to allow users to easily achieve what they wanted, with the aim of digitizing customer contact points and reducing the use of paper bankbooks.
Our Approach
Because many functions were listed as business requirements at the concept stage, it was necessary to clarify the functions necessary for users and determine the scope of initial development. Quantitative and qualitative surveys were conducted on a wide range of Japan Post Bank account holders, and a roadmap was drawn up to prioritize, narrow down and expand up to full feature functions.
Even after designing the UI, we placed importance on user feedback and designed an experience based on surveys in both functionality and feeling.
Even after designing the UI, we placed importance on user feedback and designed an experience based on surveys in both functionality and feeling.
Awards
Download
0
million
app accounts registered
14
%
monthly active rate
We worked together to create something that was not just about hard-selling or pushing our products, but about how the user wanted to use it.
from Our Client
Process
01
User Understanding
02
UX/UI Design
03
User testing/MVP definition
04
Functions expansion and growth
User Understanding
User segments were defined from the analysis of account holder data, and the target users of the application were defined through quantitative research. Regular account holders with profiles similar to those of the target users were recruited and in-depth interviews were conducted to gain a detailed understanding of the users and to foster understanding and empathy within the project.
The survey revealed that users were able to use familiar apps well, but were conservative when it came to using new apps and had a strong sense of discomfort with finance. It was found that it was difficult for users to make it their own, and the difficulty for behavioral change was high, so the concept was defined as a user-friendly and easy-to-use app that did not make users feel the difficulty mentioned.
The premise was a UI design that was simple and intuitive to understand and operate, and a visual interaction design that the target could easily understand.
The survey revealed that users were able to use familiar apps well, but were conservative when it came to using new apps and had a strong sense of discomfort with finance. It was found that it was difficult for users to make it their own, and the difficulty for behavioral change was high, so the concept was defined as a user-friendly and easy-to-use app that did not make users feel the difficulty mentioned.
The premise was a UI design that was simple and intuitive to understand and operate, and a visual interaction design that the target could easily understand.
As a first-time of Japan Post Bank's money management app, the design should give the impression that it is easy to accept and use.
Excerpt from the initial concept document
UX/UI Design
Based on the concept and feature list, we designed the basic experience (UX) flow and implemented screen design based on that flow. A draft version was created and discussions were held between Japan Post Bank, NTT Data, and FOURDIGIT across departments and roles to refine the hypothesis.
Early visualization and discussion allowed us to check feasibility from business and technology perspectives. We designed a hypothesis for an ideal, feasible experience.
Early visualization and discussion allowed us to check feasibility from business and technology perspectives. We designed a hypothesis for an ideal, feasible experience.
User testing/MVP definition
We were also in charge of creating promotional materials such as posters, leaflets, and signage advertisements at the time of the app's release. Reflecting the consistent concept from the time of the app's development, We promoted the app to Japan Post Bank users with the catchphrase "Bankbook will change, Wow, that's good!". The app appealed to those who have never used a banking app before and are not familiar with IT things by highlighting that it is "a newness within your reach"
If an app could transfer money, I don't plan on using it because I think the initial setup and authentication would be a pain. It doesn't matter if I can't transfer money.
User interview: Female, 30s'
It's great that it shows graphs. I can check my account anywhere, even when I can't go to the ATM to make entries to the bankbook. Sometimes, the ATMs are so crowded.
User interview: Female, late 20s'
Functions expansion and growth
Since the initial release, in order to expand the user base, the company implemented measures to acquire app users at ATMs and post offices, which are the largest touchpoints for users, and registered 10 million accounts in four years without using external media.
When it comes to additional features, the company is always looking for ways to design a simple and easy-to-understand experience that does not interfere with users' main purpose, and continues to expand the app.
When it comes to additional features, the company is always looking for ways to design a simple and easy-to-understand experience that does not interfere with users' main purpose, and continues to expand the app.
Client
Japan Post Bank
Credit
- Consultant
- Takehiro SUENARI
- ART Direction
- Reiko OKUDA
- Design
- Yukino ITO
- UX Design
- Nozomu NITTA, Yoshiki YAMATO
Partner
- DESIGN / ILLUSTRATION
- kozo (LONGWALKER)
