Making Mobile Money Movement Easier to Navigate

What a Rollover Check Revealed

A customer with a check from a former employer's retirement plan might reasonably think, "I need to deposit this check." In the app, Deposit and Rollover started different flows. The rollover option was farther down the screen, and customers who chose Deposit could encounter an unexpected endorsement prompt. Operations reported that some customers got stuck, left the app, and called for help.

Analytics showed drop-off at the transaction landing page. The operations reports made a specific failure visible further into the flow. A customer could recognize Deposit and still have too little information to tell whether it applied to the check and account in front of them. That made the point where customers chose a transaction worth revisiting.

Mapping Intent to Transaction Rules

I mapped scenarios around what customers were trying to do, where the money came from, and where it needed to go. The customer might describe all three of these scenarios as putting money into an account.

I used those scenarios to develop wireframes and prototypes. For mobile checks, I advocated for a prominent entry and proposed asking whether the check was a rollover within the flow, once the destination account gave us a reason to ask. That would let the customer start with the check they had in hand. Once they selected a relevant retirement account, the flow could ask about the rollover and explain why the distinction mattered.

1. Start with a mobile check

The customer begins with the check they have in hand.

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2. Choose the destination account

Where the money is going sets the context for what comes next.

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3. Ask about a rollover when relevant

A short explanation appears only when the destination makes it apply.

Language also needed to work for people who already knew the product. In one review, I pointed out that users had looked for Contribute in testing. That informed the interim wording discussion around Deposit or Contribute and gave the team a reason to keep the familiar term visible in the design options.

Deciding How Much Choice to Show Up Front

One concept gave customers a single Transfer entry and asked where the money should come from and go. That made the landing page simpler, but customers with many accounts could face a long list at the next step. The team explored separate actions that could narrow choices sooner, then use source and destination to guide the customer into the appropriate flow.

Existing transaction forms and limits on how much account context the app could use shaped the near-term options. The team could test clearer starting points on the mobile landing screen while continuing to connect customers to existing flows. More context-aware routing remained a design direction.

What We Tested and What Remained Proposed

The 2023 project readout reports that the team tested a redesigned landing screen. The tested design grouped transaction actions and put mobile check deposit guidance where customers could read it as they decided where to start. The source-and-destination routing illustrated above was a proposed interaction.

The business goals were to improve self-service completion and reduce support calls and correction work. The available project records document the landing-screen test and design direction. Post-release outcomes remain unverified.