Account Statement
As a Product Designer at Chipper Cash, I designed the Account Statement feature to enhance user financial transparency and self-service in a Fintech product. This reduced support queries, improved trust, and increased engagement. This case study highlights the design process, challenges, and impact.
Role
Lead Product Designer - CX
People Involved
Product Manager
Engineers
Content Designer
BALANCING BUSINESS OBJECTIVES WITH CUSTOMER NEEDS
The goal was to reduce customer support dependency, improve trust, and provide seamless access to transaction histories. By focusing on intuitive UX, customizable filters, and export options, we empowered users to manage their finances effortlessly. This case study details the design process, challenges, and impact on user engagement.
Design Process
Discovery and Problem Definition
- We analyzed customer support tickets and discovered that a large percentage of queries were related to transaction history and statement requests, which slowed down support response times.
- Conducted user interviews with customers and internal stakeholders (support team, compliance team) to understand the key pain points—users needed easy access to downloadable statements, filtering options, and regulatory compliance formatting.
Ideation and Requirement Gathering
- Defined core requirements with the PM and Engineers:
- Quick statement generation (real-time or scheduled).
- Download options (PDF, CSV, Excel).
- Compliance-ready formatting for banks and financial institutions.
- Created user personas and user journey maps to define touchpoints where users would need statements (e.g., for tax filing, loans, refunds).
- Benchmarked against competitor fintech apps to ensure we were designing an industry-standard yet superior experience.
- Worked with engineers to understand API limitations on retrieving transaction data and generating statement PDFs.
Challenges
Handling Large Transaction Data Without Slowing Performance
- Problem: Some users had thousands of transactions, causing delays when generating statements.
- Solution: Worked with engineers to implement progressive loading and a background processing system, allowing users to request statements and receive them via email or in-app once ready.
Balancing Compliance Requirements with User Experience
- Problem: Regulatory teams required specific formats that didn't align with an ideal UX
- Solution: Designed two versions of the statement—one for compliance (bank-ready) and one for user-friendly viewing, ensuring both needs were met.
Cross-Team Alignment on Prioritization
- Problem: Engineering initially deprioritized the feature due to backend complexity.
- Solution: Partnered with the PM to demonstrate the business impact (reducing support tickets, increasing retention), leading to higher prioritization in the roadmap.
Solution
The Account Statement feature provided users with seamless access to their financial history by allowing them to:
- Generate statements on demand or schedule monthly downloads.
- Export statements in PDF, CSV, or Excel for personal or business use.
- Receive automated email statements, reducing dependency on customer support.
- Access bank-compliant statements formatted for official purposes (loan applications, tax filing).
Result
45%
Reduction in support queries
45%
Increase in user engagement
20%
Boost in financial product adoption
Improved
customer satisfaction and trust
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