Overview
Wells Fargo is a provider of banking, mortgage, investing, credit card, and personal, small businesses, and commercial financial services. Zelle is a product that Wells Fargo users may utilize to send and receive money. It is a fast, safe and easy way to send and receive money with friends, family, and others you trust, even if they bank somewhere differently than you.
My Role
I was a product designer on the Zelle team. While the Zelle team is small, we are apart of a larger XD team. Our role is to collaborate with the Wells Fargo team, the EWS team and with our users to ensure our product provides the best possible experience. My respsonsibility as a product designer was to align our business goals (Wells Fargo) with their (Zelle’s) business goals so our users experience one cohesive app.
I am apart of a team that saw huge improvement in daily usage. NPS scores rate all digital activities in three categories: Mobile only, online only and both mobile and online. Zelle is one of a handful of activities that can drive promoters. During my time on the team, Zelle led all digital payment activities showing an increase of over 5%, which was up from the previous three months.
Problem
QR codes are being used in contactless delivery, contactless pickup and most importantly contactless payment. QR code usage has been growing exponetially but in 2020 it grew by an amazing 94%. Zelle users and small businesses could greatly benefit from a feature like this. How can we improve users’ ability to send or recieve money with QR Codes while differentiating ourselves from our competitors?
Goal
Our goal was to introduce QR Codes to the Zelle product without disrupting our user’s journey, making it quick and eay process. We also wanted to make our experience unique from other competitors.
Outcomes
QR codes was an approved featured and ready for to be shipped. It was in the middle of being built when the project was de prioritized in order to focus on Wells Fargo’s complete mobile redesign. The project was picked back up after the launch of the mobile redesign and QR Codes officially launched in 2022.
