UX Writing Case Study: BCA Mobile Login Accses & Microcopy Improvement.
Introduction
Hello everyone, my name is Mochamad Wildan Nurizki. I am a UI/UX Enthusiast who is currently attending the UIUX/Product Design Mentored bootcamp by Dibimbing. Here is my first UX Writing case study that I did which is about BCA mobile based.
Overview
As a UX Writer passionate, I embarked on a project focused on enhancing the user experience (UX) writing of BCA mobile based, one of the Biggest Bank Convesional in Indonesia. The aim of this study was to delve deep into the user journey within BCA and propose actionable recommendations to elevate the overall UX to help users navigate the product.
About m-BCA
Bank BCA, or PT Bank Central Asia Tbk, was established on August 10, 1955. one of the largest banks in Indonesia. It allows BCA customers to perform various banking transactions conveniently through their mobile devices, such as smartphones or tablets.
Here’s some features of BCA:
- financial services
- personal banking
- business bankings
- credit cards
- loans
- wealth management
- electronic banking services
My Role
UX Writer
Project Duration
1 Week
Brand Voice and Tone Analysis
BCA mobile uses formal, accomodating, powerful, and confident tone to assure customers that BCA is a trustworthy and professional institution. This tone communicates security and reliability, emphasizing that customers’ assets and transactions are effectively protected. Clear and transparent communication builds and maintains trust, while a professional and dignified image reinforces BCA’s reputation as a leading, stable, and strong bank.
Target User
They must an active users of BCA Mobile and live in Indonesia. Age range between 17–60.
Defining the Relationship
M-BCA stands out as a HERO due to its trust worthiness and reliability. It provides confidence that the bank is a steadfast partner in handling finances, protecting assets, and reaching financial objectives. The communication is straightforward, sincere, and open, fostering and sustaining customer trust.
Brand Voice Chart
Problem Discovery
There are six issues and I only picked 2 problem to solve and it`s the login feature and make revamp design system for main menu. since time limitations and how important this issue is to be solved. I created Prioritization Matrix and UserFlow to find what exactly their needs are when they try to log in and view balance . The improvement in BCA login access is very important for users because it directly affects their experience with the BCA Mobile application. In the application, customers can only log in by inserting an access code.
This is less varied, sometimes time-consuming, and less effective. By simplifying the login process by adding other alternative authentication methods, users can enjoy a more convenient, secure, and satisfying banking experience.
By using only “kode akses”, it also indicates that BCA may not be as up-to-date as its competitors in terms of login alternatives and options. Here is a small competitor analysis to show why BCA mobile can be proven not as up-to-date.
Therefore, I propose implementing alternative login options such as fingerprint and face recognition in the system. This initiative helps show and demonstrates BCA’s commitment to customer security and convenience, potentially increasing customer loyalty.
Re-Design Flow
Below is an in-depth vision and diagram of the new mockup flow with copy improvements.
Conclusion & Learnings
Overall, improving BCA Mobile’s login experience with better UX writing and adding more ways to log in, like fingerprint and face recognition, has made the app much easier and safer to use. The clearer, user-friendlier instructions and flexible login options have created a smoother, more enjoyable experience for users.
Additionally, the introduction of the new “Card Visible Balance” feature has further enhanced the app’s usability. This feature allows users to quickly check their balance directly from the Main page without the need to navigate through multiple menus. By providing an at-a-glance view of their account balance, users can manage their finances more efficiently and make informed decisions on the go.
The combination of intuitive UX writing, advanced login methods, and the convenient balance display card ensures that BCA Mobile not only meets but exceeds user expectations. This holistic approach to improving the app has resulted in a more secure, accessible, and user-centric banking experience, solidifying BCA Mobile’s position as a leading mobile banking solution.
