The Zelle UI boiled down into seven primary use cases. Customers need the ability to enroll in the feature from the Huntington Mobile app. Users must select a phone number or email address and bank account to get started. After enrolling, the primary use of Zelle centers around the send and request money features while managing settings, viewing activity, and managing recipients are secondary use cases. Unenroll, of course, is necessary, but hopefully rarely used!

The Zelle UI boiled down into seven primary use cases. Customers need the ability to enroll in the feature from the Huntington Mobile app. Users must select a phone number or email address and bank account to get started. After enrolling, the primary use of Zelle centers around the send and request money features while managing settings, viewing activity, and managing recipients are secondary use cases. Unenroll, of course, is necessary, but hopefully rarely used!

The Zelle UI boiled down into seven primary use cases. Customers need the ability to enroll in the feature from the Huntington Mobile app. Users must select a phone number or email address and bank account to get started. After enrolling, the primary use of Zelle centers around the send and request money features while managing settings, viewing activity, and managing recipients are secondary use cases. Unenroll, of course, is necessary, but hopefully rarely used!

Around the time we were starting the Zelle project, we considered a navigation redesign with the addition of new features and functions within the app. We wanted to give Zelle the prominence it deserved within the app and also wanted to follow standard app navigation conventions. To learn more about our navigation research, check out the Card Lock project. We considered a few different homes for the Zelle app and eventually decided to combine Zelle with Bill Pay into a Payments tab. This option kept the app's bottom navigation approach in place and elevated the feature to one of the main tabs in the app.

Around the time we were starting the Zelle project, we considered a navigation redesign with the addition of new features and functions within the app. We wanted to give Zelle the prominence it deserved within the app and also wanted to follow standard app navigation conventions. To learn more about our navigation research, check out the Card Lock project. We considered a few different homes for the Zelle app and eventually decided to combine Zelle with Bill Pay into a Payments tab. This option kept the app's bottom navigation approach in place and elevated the feature to one of the main tabs in the app.

Around the time we were starting the Zelle project, we considered a navigation redesign with the addition of new features and functions within the app. We wanted to give Zelle the prominence it deserved within the app and also wanted to follow standard app navigation conventions. To learn more about our navigation research, check out the Card Lock project. We considered a few different homes for the Zelle app and eventually decided to combine Zelle with Bill Pay into a Payments tab. This option kept the app's bottom navigation approach in place and elevated the feature to one of the main tabs in the app.

Early Warning Systems provided guidelines for the user experience of their partner financial institution's implementation of Zelle. It provided mandatory, flexible, and optional components relating to the UX of the feature, visual design, and copy. As UX lead, I worked closely with EWS to ensure that our wireframes, mockups, and content were meeting requirements, but also negotiated a better user experience for customers where necessary.

Early Warning Systems provided guidelines for the user experience of their partner financial institution's implementation of Zelle. It provided mandatory, flexible, and optional components relating to the UX of the feature, visual design, and copy. As UX lead, I worked closely with EWS to ensure that our wireframes, mockups, and content were meeting requirements, but also negotiated a better user experience for customers where necessary.

Early Warning Systems provided guidelines for the user experience of their partner financial institution's implementation of Zelle. It provided mandatory, flexible, and optional components relating to the UX of the feature, visual design, and copy. As UX lead, I worked closely with EWS to ensure that our wireframes, mockups, and content were meeting requirements, but also negotiated a better user experience for customers where necessary.

The implementation of Zelle impacted many areas of the bank including Digital, Fraud and Risk, Marketing, and of course, our technology teams. I worked with a multi-functional, core project team to gather requirements, solicit stakeholder input, and socialize wireframes and other UX team deliverables. We first focused on developing the core use cases to put in front of customers during user validation testing.

The implementation of Zelle impacted many areas of the bank including Digital, Fraud and Risk, Marketing, and of course, our technology teams. I worked with a multi-functional, core project team to gather requirements, solicit stakeholder input, and socialize wireframes and other UX team deliverables. We first focused on developing the core use cases to put in front of customers during user validation testing.

The implementation of Zelle impacted many areas of the bank including Digital, Fraud and Risk, Marketing, and of course, our technology teams. I worked with a multi-functional, core project team to gather requirements, solicit stakeholder input, and socialize wireframes and other UX team deliverables. We first focused on developing the core use cases to put in front of customers during user validation testing.

Since the Zelle UX Guide was fairly firm in terms of task flows, we decided to conduct validation testing with high fidelity, front-end prototypes. We tested with eight Huntington customers to gauge thier perception of the content and visual design of Zelle, assess their ability to complete Zelle flows, and validate the placement for Zelle within app menu.

Since the Zelle UX Guide was fairly firm in terms of task flows, we decided to conduct validation testing with high fidelity, front-end prototypes. We tested with eight Huntington customers to gauge thier perception of the content and visual design of Zelle, assess their ability to complete Zelle flows, and validate the placement for Zelle within app menu.

Since the Zelle UX Guide was fairly firm in terms of task flows, we decided to conduct validation testing with high fidelity, front-end prototypes. We tested with eight Huntington customers to gauge thier perception of the content and visual design of Zelle, assess their ability to complete Zelle flows, and validate the placement for Zelle within app menu.

• Half (4) of the participants correctly found Zelle under the Payments tab
• Four participants wanted guidance to help them navigate to P2P payments

• Two participants were confused by the design of the ‘Request New Code’ and ‘Continue’ labels, and did not know how to progress

• Three wanted more information about daily and monthly limits

• Two participants did not see the ‘Pending’ section properly

• When asked to edit a Zelle contact, four participants navigated to 'Manage Payees,’ within the ‘Huntington Bill Pay’ section
• Three participants expected their HNB profile information to automatically update in Zelle

• Half (4) of the participants correctly found Zelle under the Payments tab
• Four participants wanted guidance to help them navigate to P2P payments
• Two participants were confused by the design of the ‘Request New Code’ and ‘Continue’ labels, and did not know how to progress
• Three wanted more information about daily and monthly limits
• Two participants did not see the ‘Pending’ section properly
• When asked to edit a Zelle contact, four participants navigated to 'Manage Payees,’ within the ‘Huntington Bill Pay’ section
• Three participants expected their HNB profile information to automatically update in Zelle

• Half (4) of the participants correctly found Zelle under the Payments tab
• Four participants wanted guidance to help them navigate to P2P payments
• Two participants were confused by the design of the ‘Request New Code’ and ‘Continue’ labels, and did not know how to progress
• Three wanted more information about daily and monthly limits
• Two participants did not see the ‘Pending’ section properly
• When asked to edit a Zelle contact, four participants navigated to 'Manage Payees,’ within the ‘Huntington Bill Pay’ section
• Three participants expected their HNB profile information to automatically update in Zelle

• Participants perceived Zelle, as a concept, to be useful
• Participants were confused by some of the limitations of Zelle, as well as the relationship between Zelle and HNB.

• Participants perceived Zelle, as a concept, to be useful
• Participants were confused by some of the limitations of Zelle, as well as the relationship between Zelle and HNB.

• Participants perceived Zelle, as a concept, to be useful
• Participants were confused by some of the limitations of Zelle, as well as the relationship between Zelle and HNB.

Before implementing Zelle, we had to go through a compliance check process with the Early Warning Systems UX team to ensure that our designs followed their standards. Since the Zelle feature had been and would continue to be implemented at other financial institutions, they wanted to create a similar experience within each banking app.

The EWS team would mark our flows as Complaint or Non-Compliant. If a feature were noted as non-compliant with their guidelines, we either quickly made the change to move the project forward or negotiated using our findings from research as our motivation behind the variation.

Before implementing Zelle, we had to go through a compliance check process with the Early Warning Systems UX team to ensure that our designs followed their standards. Since the Zelle feature had been and would continue to be implemented at other financial institutions, they wanted to create a similar experience within each banking app. The EWS team would mark our flows as Complaint or Non-Compliant. If a feature were noted as non-compliant with their guidelines, we either quickly made the change to move the project forward or negotiated using our findings from research as our motivation behind the variation.

Before implementing Zelle, we had to go through a compliance check process with the Early Warning Systems UX team to ensure that our designs followed their standards. Since the Zelle feature had been and would continue to be implemented at other financial institutions, they wanted to create a similar experience within each banking app.

The EWS team would mark our flows as Complaint or Non-Compliant. If a feature were noted as non-compliant with their guidelines, we either quickly made the change to move the project forward or negotiated using our findings from research as our motivation behind the variation.

Huntington has seen enormous success with Zelle. Since launching Zelle in April 2019, Huntington has moved over $100M on the platform. More money is coming into the bank through Zelle than leaving it. Overall, the Zelle platform has seen incredible success. Zelle sent $39 billion through its network on 147 million transactions during the first quarter of this year alone. Zelle processed $35 billion in P2P (person-to-person) payments in Q4 2018 versus $19 billion for Venmo. 

Huntington has seen enormous success with Zelle. More money is coming into the bank via the platform than leaving it. Overall, the Zelle platform has seen incredible success. Zelle sent $39 billion through its network on 147 million transactions during the first quarter of this year alone. Zelle processed $35 billion in P2P (person-to-person) payments in Q4 2018 versus $19 billion for Venmo. 

Huntington has seen enormous success with Zelle. More money is coming into the bank via the platform than leaving it. Overall, the Zelle platform has seen incredible success. Zelle sent $39 billion through its network on 147 million transactions during the first quarter of this year alone. Zelle processed $35 billion in P2P (person-to-person) payments in Q4 2018 versus $19 billion for Venmo.