Send Money with Zelle

Huntington Card Lock

2017–2019

Zelle is a fast and easy way to send money in minutes to friends and family. Unlike Venmo and PayPal, the money you send arrives in their bank account within minutes. When Huntington joined Zelle's network of participating financial institutions, I led the team in defining the user experience and designing the interface.

Losing your debit or credit card is a pain. As you retrace steps, you worry that someone may find your card and drain your account. If you call and cancel, you'll have to change your accounts. With Huntington Card Lock, relax and simply lock it while you look for it.

hero-01
role

ux lead
interaction designer

ux lead
interaction designer

objective
objective

Enable Huntington customers to send and request peer-to-peer payments via Zelle from the Huntington Mobile app.

Enable Huntington customers to send and request peer-to-peer payments via Zelle from the Huntington Mobile app.

Background

Early Warning Services created Zelle, a fast, free, and easy for money to move.
The Zelle Network connects the nation's leading financial institutions, enabling consumers to send person-to-person payments to friends and family. Funds are available directly in consumer bank accounts within minutes.

Huntington partnered with Early Warning Systems to offer Zelle capabilities.
In April 2019, Huntington joined the Zelle network to give customers access to peer-to-peer payments right from their Huntington app. I led the UX initiative for this big, exciting launch.

Losing a debit or credit card can be a frustrating process.
A search mission ensues and that dreaded call to the bank must be made if the card doesn't turn up right away. After waiting for the card to arrive by snail mail, those nice little auto-fill card numbers and any associated bills need to be changed. Not only is replacing a missing card(s) a painful experience for customers, but initiating replacement cards is costly for the bank as well. 

Nine times out of ten, that pesky plastic ends up finding its way back in a few days. At Huntington, looking out for customers and the bottom line meant that allowing customer to simply lock their card while they look for it was a no brainer for business.

Early Warning Services created Zelle, a fast, free, and easy for money to move. The Zelle Network connects the nation's leading financial institutions, enabling consumers to send person-to-person payments to friends and family. Funds are available directly in consumer bank accounts within minutes.

Huntington partnered with Early Warning Systems to offer Zelle capabilities. In April 2019, Huntington joined the Zelle network to give customers access to peer-to-peer payments right from their Huntington app. I led the UX initiative for this big, exciting launch.

Early Warning Services created Zelle, a fast, free, and easy for money to move. 
The Zelle Network connects the nation's leading financial institutions, enabling consumers to send person-to-person payments to friends and family. Funds are available directly in consumer bank accounts within minutes.

Huntington partnered with Early Warning Systems to offer Zelle capabilities. 
In April 2019, Huntington joined the Zelle network to give customers access to peer-to-peer payments right from their Huntington app. I led the UX initiative for this big, exciting launch.

The Scope

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!

UseCases-01

Finding Zelle a Home

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.

AppNav-04

PLACE ZELLE IN THE MENU

clear instructions provided — "tap to lock"

AppNav-02

COMBINE ZELLE WITH TRANSFERS OR BILL PAY

COMBINE ZELLE WITH TRANSFERS
OR BILL PAY

heavy use of notification banners

AppNav-03

HAMBURGER MENU WITH ZELLE AS QUICK TASK

HAMBURGER MENU WITH ZELLE
AS QUICK TASK

heavy use of notification banners

Zelle UX Guide

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.

ZelleUXGuide-01

Wireframes

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.

Enrollment

enrollmentwireframes-01

Send Money

sendmoney-01

Zelle Settings

settings

View Activity

ViewActivity-01

User 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.

Some of Our Findings

  • 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
ResearchFindings-01

Overall Takeaways

  • 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.

Compliance Checkpoint

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.

Screen Shot 2019-06-28 at 12.09.12 PM

Delivered Designs

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.

Prototype

Static Screen Flows

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