Preliminary Usability review of Foreign Exchange Card web application. After the client approved the recommendations, we started an iterative design phase and then finally developed a front-end prototype.

1. UI Redesign | HDFC Forex Card Usability Review & Recommendations | July 10, 2008

3. Issues & Recommendations

4. Before Login Screen Interface problem: next steps... call us...then login. User problem: call us and login seem related where as they are not. Login is only used after the users holds a forex or gift card.

6. Login Screen-page background Interface problem: Login Page opens in a new window. It has no relation with the previous page. Looks wise, it comes across as too blank. User problem: Page does not convey a feeling of being secure and trust worthy. Looks incomplete as if the page hasn’t loaded fully.

8. Login Screen-header Interface problem: Page has no heading. User problem: Is this gift card or forex card? Which card application are you using?

10. Login Screen- form fields Interface problem: no forgot password link. User problem: What if I have forgotten password or card number.

12. Login Screen-Wrong Passwd Interface problem: WRONG password, why a new page? User problem: increases clicks and takes time. User has to enter card no again.

14. Welcome Screen Interface problem: Tiling of background at welcome screen User problem: users cannot understand where they are and what to do next

16. GIFT card needs FAQ FAQ Interface problem: Gift card FAQs need to carry on even after the login. User problem: gift card: since someone gifts you the gift card, user is not so familiar with the its concept

18. Welcome Screen-Home Interface problem: HOME: take you where? Why is it at the same level with others? User problem: home link seems like a function similar to others( balance enquiry, change pin etc. )

19. Welcome Screen-Home Recommendation: Home should be a part of a global navigation menu. The HDFC bank logo can serve as the home( main screen) pressing

20. Statement Screen-Main Interface problem: Page has no heading. Where am I ? Need a stronger highlight at to show it is selected. User problem: user gets lost and waits for system to load…

22. Welcome Screen-Logout Interface problem: logout... weird placement User problem: As its placed in a bottom right corner and is not prominent, users will tend to miss the button and maybe just close the page by clicking on browser window. Improper closure of application using browser window might lead to security problems.

24. IPIN & ATM main screen Interface problem: IPIN and ATM page does not tell user what these things are and what would happen if you click on them User problem: vagueness and unnecessary clicks. No summary.

26. Design of main screen Change IPIN Alerts Re-Issue ATM PIN Welcome Vinay Card No: 1234567897 Welcome to FOREX Card Online Balance Enquiry Amount : Rs 12345 Statement View Details > View Monthly Statement > My profile Something summary Something summary Something summary Something summary Something summary July 10, 2008 Logout Sl No Item Amount Showing last 10 transactions

27. Balance Enquiry- main screen Interface Problem: Too much extra information like address, mother maiden name. User Problem: Extra information confuses, Need separation and a profile view. As some of this information is editable by users and some view only. Interface Problem: Inconsistency : statement main screen, IPIN and ATM main screen have a blank page on click whereas Balance main screen gives the page.

28. Balance Enquiry- main screen Recommendation: Add a separate profile page having >dynamic information: current balance >editable info: mailing address, phone number >static info: passport number, maiden name, etc. And keep balance enquiry pasted on all pages of the application. Balance: 43765 My Profile My Profile

29. Monthly statement Interface problem: Don’t call it selection criteria, more direct naming like : Choose the month you want to view statement for from ____ to ___ . Do not need two dropdowns. As we know current system date, use one dropdown and grey out the other months... show only last 6 months only... User problem: Two dropdowns will allow selection outside 6 months and will give error message.

30. Monthly statement Recommendation: The heading monthly statement- past statement can be changed Show only the last six months in the dropdown. Vadility of card January 2008 February 2008 March 2008 April 2008 May 2008 June 2008 July 2008 January 2008 Select month Date: 10 th July 2008 You can only view statements for the last six months. For older statements click here ( Do we have a paid older statement facility. Create that feature page ? ) Choose the month, for which you want to view the statement

31. Monthly Statement Card No: 1234567897 Welcome Supriya Welcome to FOREX Card Online Change IPIN Alerts Re-Issue ATM PIN Statement View last 10 transactions > My profile Monthly Statement July 10, 2008 Logout You can only view statements for the last six months. For older statements click here ( Do we have a paid older statement facility. Create that feature page ? ) Choose the month, for which you want to view the statement Submit Balance Enquiry Amount : Rs 12345 View Details > January 2008 Select month

32. Monthly Statement Card No: 1234567897 Welcome Supriya Welcome to FOREX Card Online Change IPIN Alerts Re-Issue ATM PIN Statement View last 10 transactions > My profile Monthly Statement July 10, 2008 Logout You can only view statements for the last six months. For older statements click here ( Do we have a paid older statement facility. Create that feature page ? ) Choose the month, for which you want to view the statement Submit Balance Enquiry Amount : Rs 12345 View Details > January 2008 Select month Nov 2007 Dec 2007 January 2008 February 2008 March 2008 April 2008 May 2008 June 2008 July 2008

33. Monthly Statement – Option 2 Card No: 1234567897 Welcome Supriya Welcome to FOREX Card Online Change IPIN Alerts Re-Issue ATM PIN Statement View last 10 transactions > My profile Monthly Statement July 10, 2008 Logout You can only view statements for the last six months. For older statements click here ( Do we have a paid older statement facility. Create that feature page ? ) Choose the month, for which you want to view the statement Submit Balance Enquiry Amount : Rs 12345 View Details > January 2008 Select month Nov 2007 Dec 2007 January 2008 February 2008 March 2008 April 2008 May 2008 June 2008 July 2008

34. Change IPIN Interface problem: Page heading different from menu item through which it is accessed. User problem: Different naming violates consistency and might lead to confusion.

35. Change IPIN Recommendation: Need to call it change IPIN and not change password. Change IPIN

36. Reissue ATM PIN Interface problem: request pin change? For ATM pin change, does not explain how the new pin will be communicated to the user. Clicking on left navigation pops a question. Need summary and then a Submit which could lead to above screen User problem: Might confuse user.

37. Reissue ATM PIN 2 1 Using this feature, you are requesting for an a new ATM PIN. The ATM PIN will be delivered to you by…….. Recommendation: ATM PIN should not be confused with IPIN by the user. Therefore, both these should be communicated distinctly and not called PIN And confirmation should come after a user shows interest for changing the PIN Are you sure you want to change the ATM PIN? Yes No Cancel or Continue Takes back to home page

38. Alerts Interface problem: No interface present, only an error message User problem: Odd position of error message. Will be missed by the user. ____ Need to design this whole task flow and screen.

39. Alerts Recommendation: If the card is not in the active state then can it be brought upfront…on all pages? The demo site not working. Could not see alerts page. Alerts Balance: 64384 Status: Inactive Alerts Alerts Yes, I want to receive alerts…

40. Questions / Clarifications

41. Welcome Screen-Home HOME: takes you where? The current home is blank welcome screen. Should take you to a redesigned summary screen. Where is Help, contact? Should we add these features - FAQ - FIND ATMs

42. Welcome Screen-Home scroller on all pages.?

43. OK button at result pages What happens when we press OK ? Does it take us back to welcome screen ? The Ok button should be called something else.

44. Next Steps