PropertyPay
Mutual of Omaha Bank, 2019
Mutual of Omaha Bank (MOOB) is one the largest processors of Home Owner Association (HOA) payments in the country. MOOB National Banking provides a collection of banking functionality serving Property Management Companies (PMC), Homeowners Associations (HOA), Homeowners, and those associated with the industry such as lenders, title companies, real estate agents, etc. It provides tools to manage the monies of these business entities, make payments, track costs, and provide services around managing HOAs and the socialization of information about their communities.
Research
UI Design
UX Design
Wire Framing
Prototyping
User Testing
Scroll for more
PropertyPay
Mutual of Omaha Bank, 2019
Mutual of Omaha Bank (MOOB) is one the largest processors of Home Owner Association (HOA) payments in the country. MOOB National Banking provides a collection of banking functionality serving Property Management Companies (PMC), Homeowners Associations (HOA), Homeowners, and those associated with the industry such as lenders, title companies, real estate agents, etc. It provides tools to manage the monies of these business entities, make payments, track costs, and provide services around managing HOAs and the socialization of information about their communities.
Research
UI Design
UX Design
Wire Framing
Prototyping
User Testing
Scroll for more
PropertyPay
Mutual of Omaha Bank, 2019
Mutual of Omaha Bank (MOOB) is one the largest processors of Home Owner Association (HOA) payments in the country. MOOB National Banking provides a collection of banking functionality serving Property Management Companies (PMC), Homeowners Associations (HOA), Homeowners, and those associated with the industry such as lenders, title companies, real estate agents, etc. It provides tools to manage the monies of these business entities, make payments, track costs, and provide services around managing HOAs and the socialization of information about their communities.
Research
UI Design
UX Design
Wire Framing
Prototyping
User Testing
Scroll for more
The Problem The bank's customer service team used multiple standalone applications or systems that require separate logins for each function or tool and with different UIs that created a difficult onboarding process for employees. Additionally, 70% of the banks’ payments processed through their lockbox were in the form of checks. A costly and time-consuming process that often resulted in missed payments because of ‘lost’ checks or delays in processing checks resulting in late fees for users and an overall negative experience. PMCs also had many frustrations in the onboarding process of opening an account that required no less than 76 steps to complete. Many are redundant and unnecessary. The Solution The intent of the project was to build a customer-focused “Consumer Payments Platform” to deliver a unified user experience for access to everything they need using a single login anywhere, anytime, and on any device. For the Home Owner, the redesign of the current web application required a new UX and a UI matching the bank's branding. Additionally, a new mobile app for an anytime, anywhere payment portal.
Deliverables: Interaction Design: High-fidelity interactive prototypes for key tasks on web and mobile. UX/UI Design: User surveys and one-on-one interviews Journey Maps Site map Personas Low-fidelity wireframes High-fidelity mockups and prototypes Usability tests and findings Project Specifications Duration: 2.5 years Tools: Sketch Sketching Photoshop Illustrator
Interviews For the first 4 months of the project we conduct on site and remote interviews of Property Management Companies, Home Owner Associations and Home Owners. We also conduct interviews with Mutual of Omaha Bank employees inperson at their desks. This afforded the opportunity to discover wrk around, hacks around how they worked and how they solved problems that their current software didn't help them in completing their daily tasks.
Personas, Context Scenarios, and User Profiles After interviewing over 120 individuals from every aspect of our user groups, homeowners, HOAs, PMCs, and internal employees we developed personas, context scenarios, and user profiles of each individual we interviewed. For internal employees, we also observed various tasks and noted any manual processes employees used as workarounds because of the inadequacies of the existing systems. The final product of our research was the User Experience Research Template presented to the Executive board.
User Journey Maps To better understand and articulate the dysfunction of the existing payment process for homeowners and the onboarding process for PMCs a series of journey maps were created to visualize the process. Both the existing and an improved process were created to show end users the issues and solutions. These user journey maps were used in a presentation to the Executive Board to explain and justify as members of the board were questioning the expense and necessity of improving their existing system.
Final Takeaways This project was an excellent example of the value and power of a User-Centered Design process. Had we not gone through the process of user research - and especially the volume of user research - for both internal and external users this project could have very easily died on the vine as it came under scrutiny by the Executive Board as to the value and efficacy of the project. Through the graphics, specifically the User Journey Maps, the Board was able to see visually both the existing process of taking payments and the subsequent bailing of users from the existing system and mailing in a check. Also visualized, was the frustration of PMCs when they attempted to open new accounts and onboard onto the bank’s existing system. After completion of the process, a VP in charge of the project expressed their appreciation of this work and believes it saved the project.
The Problem The bank's customer service team used multiple standalone applications or systems that require separate logins for each function or tool and with different UIs that created a difficult onboarding process for employees. Additionally, 70% of the banks’ payments processed through their lockbox were in the form of checks. A costly and time-consuming process that often resulted in missed payments because of ‘lost’ checks or delays in processing checks resulting in late fees for users and an overall negative experience. PMCs also had many frustrations in the onboarding process of opening an account that required no less than 76 steps to complete. Many are redundant and unnecessary. The Solution The intent of the project was to build a customer-focused “Consumer Payments Platform” to deliver a unified user experience for access to everything they need using a single login anywhere, anytime, and on any device. For the Home Owner, the redesign of the current web application required a new UX and a UI matching the bank's branding. Additionally, a new mobile app for an anytime, anywhere payment portal.
Deliverables: Interaction Design: High-fidelity interactive prototypes for key tasks on web and mobile. UX/UI Design: User surveys and one-on-one interviews Journey Maps Site map Personas Low-fidelity wireframes High-fidelity mockups and prototypes Usability tests and findings Project Specifications Duration: 2.5 years Tools: Sketch Sketching Photoshop Illustrator
Interviews For the first 4 months of the project we conduct on site and remote interviews of Property Management Companies, Home Owner Associations and Home Owners. We also conduct interviews with Mutual of Omaha Bank employees inperson at their desks. This afforded the opportunity to discover wrk around, hacks around how they worked and how they solved problems that their current software didn't help them in completing their daily tasks.
Personas, Context Scenarios, and User Profiles After interviewing over 120 individuals from every aspect of our user groups, homeowners, HOAs, PMCs, and internal employees we developed personas, context scenarios, and user profiles of each individual we interviewed. For internal employees, we also observed various tasks and noted any manual processes employees used as workarounds because of the inadequacies of the existing systems. The final product of our research was the User Experience Research Template presented to the Executive board.
User Journey Maps To better understand and articulate the dysfunction of the existing payment process for homeowners and the onboarding process for PMCs a series of journey maps were created to visualize the process. Both the existing and an improved process were created to show end users the issues and solutions. These user journey maps were used in a presentation to the Executive Board to explain and justify as members of the board were questioning the expense and necessity of improving their existing system.
Final Takeaways This project was an excellent example of the value and power of a User-Centered Design process. Had we not gone through the process of user research - and especially the volume of user research - for both internal and external users this project could have very easily died on the vine as it came under scrutiny by the Executive Board as to the value and efficacy of the project. Through the graphics, specifically the User Journey Maps, the Board was able to see visually both the existing process of taking payments and the subsequent bailing of users from the existing system and mailing in a check. Also visualized, was the frustration of PMCs when they attempted to open new accounts and onboard onto the bank’s existing system. After completion of the process, a VP in charge of the project expressed their appreciation of this work and believes it saved the project.
The Problem The bank's customer service team used multiple standalone applications or systems that require separate logins for each function or tool and with different UIs that created a difficult onboarding process for employees. Additionally, 70% of the banks’ payments processed through their lockbox were in the form of checks. A costly and time-consuming process that often resulted in missed payments because of ‘lost’ checks or delays in processing checks resulting in late fees for users and an overall negative experience. PMCs also had many frustrations in the onboarding process of opening an account that required no less than 76 steps to complete. Many are redundant and unnecessary. The Solution The intent of the project was to build a customer-focused “Consumer Payments Platform” to deliver a unified user experience for access to everything they need using a single login anywhere, anytime, and on any device. For the Home Owner, the redesign of the current web application required a new UX and a UI matching the bank's branding. Additionally, a new mobile app for an anytime, anywhere payment portal.
Deliverables: Interaction Design: High-fidelity interactive prototypes for key tasks on web and mobile. UX/UI Design: User surveys and one-on-one interviews Journey Maps Site map Personas Low-fidelity wireframes High-fidelity mockups and prototypes Usability tests and findings Project Specifications Duration: 2.5 years Tools: Sketch Sketching Photoshop Illustrator
Interviews For the first 4 months of the project we conduct on site and remote interviews of Property Management Companies, Home Owner Associations and Home Owners. We also conduct interviews with Mutual of Omaha Bank employees inperson at their desks. This afforded the opportunity to discover wrk around, hacks around how they worked and how they solved problems that their current software didn't help them in completing their daily tasks.
Personas, Context Scenarios, and User Profiles After interviewing over 120 individuals from every aspect of our user groups, homeowners, HOAs, PMCs, and internal employees we developed personas, context scenarios, and user profiles of each individual we interviewed. For internal employees, we also observed various tasks and noted any manual processes employees used as workarounds because of the inadequacies of the existing systems. The final product of our research was the User Experience Research Template presented to the Executive board.
User Journey Maps To better understand and articulate the dysfunction of the existing payment process for homeowners and the onboarding process for PMCs a series of journey maps were created to visualize the process. Both the existing and an improved process were created to show end users the issues and solutions. These user journey maps were used in a presentation to the Executive Board to explain and justify as members of the board were questioning the expense and necessity of improving their existing system.
Final Takeaways This project was an excellent example of the value and power of a User-Centered Design process. Had we not gone through the process of user research - and especially the volume of user research - for both internal and external users this project could have very easily died on the vine as it came under scrutiny by the Executive Board as to the value and efficacy of the project. Through the graphics, specifically the User Journey Maps, the Board was able to see visually both the existing process of taking payments and the subsequent bailing of users from the existing system and mailing in a check. Also visualized, was the frustration of PMCs when they attempted to open new accounts and onboard onto the bank’s existing system. After completion of the process, a VP in charge of the project expressed their appreciation of this work and believes it saved the project.