Truist Long Game
MOBILE APP
FINTECH
Truist Long Game was a gamified personal finance app owned by Truist Bank. Although well reviewed in the App Store, one of the main user complaints was around the high number of individual transactions that users received in their bank accounts from daily game winnings.
Problem
When users win money playing games on Truist Long Game, the money is transferred to their account in individual transactions for each win. These individual transactions muddled account ledgers with multiple daily transactions, creating a poor user experience and leading to critical App Store reviews.
Solution
Address this problem through a new user experience bundling all game wins for each individual day into one single transaction that happens at the end of the day. Allow users to see these individual transactions in line with their other account transactions within the app.
Key takeaway
Throughout this project, I worked closely with the project manager in accounting for changing constraints, including how and when payouts were scheduled and the varying elements of a brand new transaction ledger. It challenged my ability to stay fluid in being adaptable and responsive.
I searched through App Store reviews to learn more about how this was affecting user experience, finding multiple reviews mentioning frustration with individual payouts. I also examined what these individual payouts look like within the Truist Mobile app, and quickly understood how they muddled up the transaction ledgers.
The engineering team created a way to bundle the individual transactions into one, singular transaction to be delivered at the end of the day, and a design was needed to reflect this new feature, along with a solution allowing users to see their game win transactions in the context of their other banking transactions.
After designing a few different iterations using our design system and component library, I met with my manager to review the initial designs and seek feedback. Using this feedback, I continued iterating by increasing scannability and reducing repetitive copy.
As I began to prepare my designs for handoff, I worked with the project manager to identify all potential edge cases, including when a transaction might be on hold because of the amount of the win or the amount deposited in their account. I also designed an empty state.
To help provide context for users, I designed a transactions ledger, using common patterns found within the Truist Mobile app. I worked with our project manager to learn about the different types of bank generated tags needed to classify various transactions, and iterated on how to highlight the game win within their transactions in a way that would be simple within a screen already presenting a lot of information to the user.
I reviewed all screens for proper labels, color and text styles, and consistent spacing and use of patterns. I then worked with our PM on a technical spec sheet before handing off. Throughout implementation, I answered a few questions from developers and QA, but overall, the process was smooth.
The key metric for this project was the number of complaints or negative reviews regarding the handling of payouts. Once this design was implemented, that number dropped to 0.
Bringing value
Because users were complaining about the individual payout transactions both in app store reviews and to our customer support team, I assumed that some users were playing Truist Long Game less because of this negative experience. Addressing this pain point removed a hindrance for this set of users. It also freed up both our design team and our customer support team to work on other issues.
Mixing the old and the new
I enjoyed the balance of having an established design system and patterns to draw inspiration from while designing brand new screens with brand new patterns. It gave me a place to start from in the design but the freedom and fun of exploring new layouts.
Being adaptable and responsive
Throughout this project, I worked closely with the project manager in accounting for changing constraints, including how and when payouts were scheduled and the varying elements of a brand new transaction ledger. It challenged my ability to stay fluid in being adaptable and responsive.
