Cardless Withdrawal for Bank Syariah Indonesia
Role
Product Designer, UI/UX Consultant
Teams
UX Writer, UX Researcher, Business Analyst, Product Owner
Platform
Mobile App
Timeframe
2024
Category
FinTech, Mobile Banking
Role
Product Designer, UI/UX Consultant
Teams
UX Writer, UX Researcher, Business Analyst, Product Owner
Platform
Mobile App
Timeframe
2024
Category
FinTech, Mobile Banking
To enable secure and seamless cardless cash withdrawal at partner ATMs without requiring a physical debit card.
Role
Product Designer, UI/UX Consultant
Role
Product Designer, UI/UX Consultant
Teams
UX Writer, UX Researcher, Business Analyst, Product Owner
Teams
UX Writer, UX Researcher, Business Analyst, Product Owner
Platform
Mobile App
Platform
Mobile App
Timeframe
2024
Timeframe
2024
Category
FinTech, Mobile Banking
Category
FinTech, Mobile Banking
Cardless Withdrawal for Bank Syariah Indonesia
Role
Product Designer, UI/UX Consultant
Teams
UX Writer, UX Researcher, Business Analyst, Product Owner
Platform
Mobile App
Timeframe
2024
Category
FinTech, Mobile Banking
Role
Product Designer, UI/UX Consultant
Teams
UX Writer, UX Researcher, Business Analyst, Product Owner
Platform
Mobile App
Timeframe
2024
Category
FinTech, Mobile Banking
To enable secure and seamless cardless cash withdrawal at partner ATMs without requiring a physical debit card.
Role
Product Designer, UI/UX Consultant
Teams
UX Writer, UX Researcher, Business Analyst, Product Owner
Platform
Mobile App
Timeframe
2024
Category
FinTech, Mobile Banking
Project Summary
Project Summary
Project Summary
Bank Syariah Indonesia (BSI) wanted to make it easier for users, especially those in rural areas to access their cash without relying on a physical debit card. Many of these users didn’t live near a BSI ATM, which meant they had to travel further or pay extra fees to use third-party machines.
The idea was to create a cardless withdrawal feature that was simple, secure, and easy to find in the app. By allowing users to withdraw money from a wider network of ATMs without a card, we aimed to remove common pain points and make the experience much more convenient for BSI customers.
Bank Syariah Indonesia (BSI) wanted to make it easier for users, especially those in rural areas to access their cash without relying on a physical debit card. Many of these users didn’t live near a BSI ATM, which meant they had to travel further or pay extra fees to use third-party machines.
The idea was to create a cardless withdrawal feature that was simple, secure, and easy to find in the app. By allowing users to withdraw money from a wider network of ATMs without a card, we aimed to remove common pain points and make the experience much more convenient for BSI customers.
Bank Syariah Indonesia (BSI) wanted to make it easier for users, especially those in rural areas to access their cash without relying on a physical debit card. Many of these users didn’t live near a BSI ATM, which meant they had to travel further or pay extra fees to use third-party machines.
The idea was to create a cardless withdrawal feature that was simple, secure, and easy to find in the app. By allowing users to withdraw money from a wider network of ATMs without a card, we aimed to remove common pain points and make the experience much more convenient for BSI customers.
Design Framework
Design Framework
Design Framework
Research & Insights
Research & Insights
Research & Insights
👨👨👦👦 Understanding User Pain Points
My PM and I collaborated with the research and customer support teams to come up with the questions, and we sat in on the Interviews led by our researchers followed by Survey and Competitor Analysis.
1. Qualitative Interview
Conducted a deep dive interview with BSI users aged 30–55 living in rural areas
Objective:
Learn about user’s cardless withdrawal experiences with other banking apps
Explore their feedback and insights to help cardless withdrawal concepts and find areas for improvement
2. Survey
Gathered insights from 200+ general users.
Objective:
Explore & validate customer needs, gains and pain points for cadless withdrawal
Identify user preferences
3. Competitor Analysis
Benchmarked against existing cardless solutions from other competitors in Indonesia such as Bank BCA and Bank Mandiri.
👨👨👦👦 Understanding User Pain Points
👨👨👦👦 Understanding User Pain Points
My PM and I collaborated with the research and customer support teams to come up with the questions, and we sat in on the Interviews led by our researchers followed by Survey and Competitor Analysis.
1. Qualitative Interview
Conducted a deep dive interview with BSI users aged 30–55 living in rural areas
Objective:
Learn about user’s cardless withdrawal experiences with other banking apps
Explore their feedback and insights to help cardless withdrawal concepts and find areas for improvement
2. Survey
Gathered insights from 200+ general users.
Objective:
Explore & validate customer needs, gains and pain points for cadless withdrawal
Identify user preferences
3. Competitor Analysis
Benchmarked against existing cardless solutions from other competitors in Indonesia such as Bank BCA and Bank Mandiri.
My PM and I collaborated with the research and customer support teams to come up with the questions, and we sat in on the Interviews led by our researchers followed by Survey and Competitor Analysis.
1. Qualitative Interview
Conducted a deep dive interview with BSI users aged 30–55 living in rural areas
Objective:
Learn about user’s cardless withdrawal experiences with other banking apps
Explore their feedback and insights to help cardless withdrawal concepts and find areas for improvement
2. Survey
Gathered insights from 200+ general users.
Objective:
Explore & validate customer needs, gains and pain points for cadless withdrawal
Identify user preferences
3. Competitor Analysis
Benchmarked against existing cardless solutions from other competitors in Indonesia such as Bank BCA and Bank Mandiri.
Conclusions:
Bank BCA keeps it super straightforward. However, adding an extra security check for bigger withdrawals could give users more peace of mind.
Bank Mandiri feels more secure with its multiple steps, but it can be a bit rigid, especially when you need to re-enter your PIN.
Conclusions:
Bank BCA keeps it super straightforward. However, adding an extra security check for bigger withdrawals could give users more peace of mind.
Bank Mandiri feels more secure with its multiple steps, but it can be a bit rigid, especially when you need to re-enter your PIN.
Key Insights & Findings
Through our research, we identified several critical pain points that guided our approach:
Key Insights & Findings
Through our research, we identified several critical pain points that guided our approach:
Conclusions:
Bank BCA keeps it super straightforward. However, adding an extra security check for bigger withdrawals could give users more peace of mind.
Bank Mandiri feels more secure with its multiple steps, but it can be a bit rigid, especially when you need to re-enter your PIN.
Conclusions:
Bank BCA keeps it super straightforward. However, adding an extra security check for bigger withdrawals could give users more peace of mind.
Bank Mandiri feels more secure with its multiple steps, but it can be a bit rigid, especially when you need to re-enter your PIN.
Key Insights & Findings
Through our research, we identified several critical pain points that guided our approach:
Key Insights & Findings
Through our research, we identified several critical pain points that guided our approach:
Reduce redundant verification steps or provide a fast track mode for frequent users who prioritize speed over extra security prompts.
Reduce redundant verification steps or provide a fast track mode for frequent users who prioritize speed over extra security prompts.
User Persona
Based on the research findings, we identified two main user personas: one is a younger, tech savvy user, while the other is older with a more moderate level of tech familiarity.
User Persona
Based on the research findings, we identified two main user personas: one is a younger, tech savvy user, while the other is older with a more moderate level of tech familiarity.
Reduce redundant verification steps or provide a fast track mode for frequent users who prioritize speed over extra security prompts.
Reduce redundant verification steps or provide a fast track mode for frequent users who prioritize speed over extra security prompts.
User Persona
Based on the research findings, we identified two main user personas: one is a younger, tech savvy user, while the other is older with a more moderate level of tech familiarity.
User Persona
Based on the research findings, we identified two main user personas: one is a younger, tech savvy user, while the other is older with a more moderate level of tech familiarity.
User Journey
After figuring out our target users, we decided to learn more about their current experience managing cardless transaction situations with the aim to seamlessly integrate an improved version of it in BSI ecosystem.
From the result of our interviews, we managed to map out their current cardless withdrawals journey in competitors app (BCA) looking closely at every step users take to withdraw from start until completion.
I spotted fresh opportunities to refine our own approach. These insights shape new ideas that can make the cardless withdrawal experience smoother and more rewarding for users.
User Journey
After figuring out our target users, we decided to learn more about their current experience managing cardless transaction situations with the aim to seamlessly integrate an improved version of it in BSI ecosystem.
From the result of our interviews, we managed to map out their current cardless withdrawals journey in competitors app (BCA) looking closely at every step users take to withdraw from start until completion.
I spotted fresh opportunities to refine our own approach. These insights shape new ideas that can make the cardless withdrawal experience smoother and more rewarding for users.
User Journey
After figuring out our target users, we decided to learn more about their current experience managing cardless transaction situations with the aim to seamlessly integrate an improved version of it in BSI ecosystem.
From the result of our interviews, we managed to map out their current cardless withdrawals journey in competitors app (BCA) looking closely at every step users take to withdraw from start until completion.
I spotted fresh opportunities to refine our own approach. These insights shape new ideas that can make the cardless withdrawal experience smoother and more rewarding for users.
User Journey
After figuring out our target users, we decided to learn more about their current experience managing cardless transaction situations with the aim to seamlessly integrate an improved version of it in BSI ecosystem.
From the result of our interviews, we managed to map out their current cardless withdrawals journey in competitors app (BCA) looking closely at every step users take to withdraw from start until completion.
I spotted fresh opportunities to refine our own approach. These insights shape new ideas that can make the cardless withdrawal experience smoother and more rewarding for users.
User Flow
User Flow
User Flow
User Flow
During our brainstorming, the team focused on streamlining the cash withdrawal process (“How might we minimize steps to make withdrawals faster?”) and improving user understanding (“How might we ensure users understand each step of cardless withdrawal?”).
These discussions helped shape MVP 1, defining the key user flows essential for development.
During our brainstorming, the team focused on streamlining the cash withdrawal process (“How might we minimize steps to make withdrawals faster?”) and improving user understanding (“How might we ensure users understand each step of cardless withdrawal?”).
These discussions helped shape MVP 1, defining the key user flows essential for development.
During our brainstorming, the team focused on streamlining the cash withdrawal process (“How might we minimize steps to make withdrawals faster?”) and improving user understanding (“How might we ensure users understand each step of cardless withdrawal?”).
These discussions helped shape MVP 1, defining the key user flows essential for development.
During our brainstorming, the team focused on streamlining the cash withdrawal process (“How might we minimize steps to make withdrawals faster?”) and improving user understanding (“How might we ensure users understand each step of cardless withdrawal?”).
These discussions helped shape MVP 1, defining the key user flows essential for development.
Design & Solutions
Design & Solutions
Design & Solutions
Design & Solutions
💬 Our Approach
💬 Our Approach
Using a human-centered design approach, we aimed to reduce friction, enhance security, and improve discoverability. Our framework involved:
Simplifying the User Flow: Reducing steps so users could withdraw cash in just three taps.
Enhancing Security: Adding PIN verification, OTP authentication.
Educating Users: Ensuring clear guidance within the Superapp.
Using a human-centered design approach, we aimed to reduce friction, enhance security, and improve discoverability. Our framework involved:
Simplifying the User Flow: Reducing steps so users could withdraw cash in just three taps.
Enhancing Security: Adding PIN verification, OTP authentication.
Educating Users: Ensuring clear guidance within the Superapp.
🎨 Key Design Improvements
🎨 Key Design Improvements
Cardless Transaction Flow
Cardless Transaction Flow
Input Withdrawal Amount Flow
Input Withdrawal Amount Flow
Displaying the informational guide aims to help users notice the amount of cash withdrawal multiples.
Notification Flow
Notification Flow
Set Cash Withdrawal Flow
Set Cash Withdrawal Flow
▶️ Play The Prototype
▶️ Play The Prototype
💬 Our Approach
Using a human-centered design approach, we aimed to reduce friction, enhance security, and improve discoverability. Our framework involved:
Simplifying the User Flow: Reducing steps so users could withdraw cash in just three taps.
Enhancing Security: Adding PIN verification, OTP authentication.
Educating Users: Ensuring clear guidance within the Superapp.
💬 Our Approach
Using a human-centered design approach, we aimed to reduce friction, enhance security, and improve discoverability. Our framework involved:
Simplifying the User Flow: Reducing steps so users could withdraw cash in just three taps.
Enhancing Security: Adding PIN verification, OTP authentication.
Educating Users: Ensuring clear guidance within the Superapp.
🎨 Key Design Improvements
🎨 Key Design Improvements
1. Cardless Transaction Flow
2. Input Withdrawal Amount Flow
Displaying the informational guide aims to help users notice the amount of cash withdrawal multiples.
3. Notification Flow
4. Set Cash Withdrawal Limit Flow
▶️ Play The Prototype
▶️ Play The Prototype
My Takeaways
📖 Lessons from: Reinventing Cardless Withdrawal
When we started improving withdrawals, we thought the challenge would be convincing people to go cardless. Turns out, they were open to it, they just needed clarity, security, and ease to make the switch.
A big issue? People didn’t even know the feature existed. Once we made it more visible in the Superapp, adoption took off. Security was another sticking point, users needed reassurance that their money was safe, so adding PIN verification, OTPs helped build trust.
👀 What's Our Next Plan?
We’re already thinking about what comes next. Biometric authentication will take convenience to the next level, allowing users to withdraw cash with just a (hello, Face ID and fingerprints), expanding to international ATMs for travelers, and rolling out scheduled withdrawals so users can plan ahead.
My Takeaways
My Takeaways
📖 Lessons from: Reinventing Cardless Withdrawal
📖 Lessons from: Reinventing Cardless Withdrawal
When we started improving withdrawals, we thought the challenge would be convincing people to go cardless. Turns out, they were open to it, they just needed clarity, security, and ease to make the switch.
A big issue? People didn’t even know the feature existed. Once we made it more visible in the Superapp, adoption took off. Security was another sticking point, users needed reassurance that their money was safe, so adding PIN verification, OTPs helped build trust.
When we started improving withdrawals, we thought the challenge would be convincing people to go cardless. Turns out, they were open to it, they just needed clarity, security, and ease to make the switch.
A big issue? People didn’t even know the feature existed. Once we made it more visible in the Superapp, adoption took off. Security was another sticking point, users needed reassurance that their money was safe, so adding PIN verification, OTPs helped build trust.
👀 What's Our Next Plan?
👀 What's Our Next Plan?
We’re already thinking about what comes next. Biometric authentication will take convenience to the next level, allowing users to withdraw cash with just a (hello, Face ID and fingerprints), expanding to international ATMs for travelers, and rolling out scheduled withdrawals so users can plan ahead.
We’re already thinking about what comes next. Biometric authentication will take convenience to the next level, allowing users to withdraw cash with just a (hello, Face ID and fingerprints), expanding to international ATMs for travelers, and rolling out scheduled withdrawals so users can plan ahead.
E-Commerce Activation for Bank Syariah Indonesia Debit Card
My Takeaways
My Takeaways
📖 Lessons from: Reinventing Cardless Withdrawal
When we started improving withdrawals, we thought the challenge would be convincing people to go cardless. Turns out, they were open to it, they just needed clarity, security, and ease to make the switch.
A big issue? People didn’t even know the feature existed. Once we made it more visible in the Superapp, adoption took off. Security was another sticking point, users needed reassurance that their money was safe, so adding PIN verification, OTPs helped build trust.
📖 Lessons from: Reinventing Cardless Withdrawal
When we started improving withdrawals, we thought the challenge would be convincing people to go cardless. Turns out, they were open to it, they just needed clarity, security, and ease to make the switch.
A big issue? People didn’t even know the feature existed. Once we made it more visible in the Superapp, adoption took off. Security was another sticking point, users needed reassurance that their money was safe, so adding PIN verification, OTPs helped build trust.
👀 What's Our Next Plan?
We’re already thinking about what comes next. Biometric authentication will take convenience to the next level, allowing users to withdraw cash with just a (hello, Face ID and fingerprints), expanding to international ATMs for travelers, and rolling out scheduled withdrawals so users can plan ahead.
👀 What's Our Next Plan?
We’re already thinking about what comes next. Biometric authentication will take convenience to the next level, allowing users to withdraw cash with just a (hello, Face ID and fingerprints), expanding to international ATMs for travelers, and rolling out scheduled withdrawals so users can plan ahead.