myBCA

Project Overview

MyBCA is an enhanced version of KlikBCA, an Internet banking application developed for BCA, one of Indonesia’s largest banks. The main objective of this project was to redesign the existing KlikBCA platform and introduce new features that cater to the evolving needs of BCA customers. These new features include applying for a BCA credit card, setting request limits, managing installments, controlling debit card limits, mortgage management (KPR), foreign exchange services, e-deposit accounts, and more.

My Role

As the Senior Product Designer, I was responsible for:

• Collaborating closely with the BCA internal team to ensure that the redesign aligned with the bank’s strategic goals.
• Conducting user interviews with BCA customers to gather insights and feedback, particularly on new features that were being introduced.
• Ensuring that the redesign maintained the familiarity of the existing user experience while integrating the new features seamlessly.

Challenges

• Maintaining User Familiarity: The primary challenge was to enhance and redesign the platform without making drastic changes to the existing user experience. BCA has a loyal customer base, with a significant portion of users being over 30 years old, who are accustomed to the current interface and workflow.
• Introducing New Features: Another challenge was incorporating new features into the platform in a way that felt natural and easy to use for existing customers, while also appealing to potential new users.

Design Process

• User Interviews: I participated in user interviews with BCA customers to understand their pain points and preferences, especially concerning the new features that were being added to the platform. This research was crucial in informing the design decisions and ensuring that the new features were both functional and user-friendly.
• Iterative Design Approach: Based on the insights gathered, I collaborated with the BCA team to create wireframes, prototypes, and visual designs that iteratively improved the platform. We focused on enhancing the workflow while preserving the familiar aspects of the user experience that BCA customers valued.
• Feature Integration: Special attention was given to seamlessly integrating new features such as credit card applications, installment management, and foreign exchange, ensuring they were intuitive and easy to navigate for existing users.

Solution

• Balanced Redesign: We achieved a balanced redesign that modernized the platform while maintaining the core user experience familiar to long-term customers. The new features were introduced in a way that felt natural and did not disrupt the users’ existing workflows.
• User Feedback Integration: By incorporating direct feedback from BCA customers, we ensured that the new features were well-received and met the actual needs of the users. This helped in minimizing the learning curve associated with the platform’s new functionalities.

Outcome

• Enhanced User Experience: The redesigned MyBCA platform successfully provided a modernized experience that retained the familiarity of the previous KlikBCA interface. The integration of new features was smooth, leading to positive user feedback and satisfaction.
• Successful Feature Rollout: The new features, such as credit card applications, installment management, and foreign exchange services, were well integrated and quickly adopted by users, contributing to an overall improved user experience on the platform.