Kylee Palmer

USPS Banking

Design Research | UX/UI

DESIGN TEAM

Kylee Palmer

Carol Montelongo


ROLE

Research Lead: Kylee Palmer

Visual Lead: Kylee Palmer

UX Lead: Carol Montelongo

UI Lead: Kylee Palmer

Social Media: Carol Montelongo

Photography: Courtesy of Unsplash





Overview

Approximately 8.4 Million US citizens (6.5%) are considered unbanked and an additional 18.7% are considered under-banked. Some have pointed to the United States Postal Service as a solution for providing services to these individuals. This isn’t a new thing: In other countries, post offices provide some of the most common banking services. In fact, until 1966, so did the USPS!


Mission

To provide a safe user-friendly banking service specifically accommodating for under-banked and unbanked individuals so they have easy-to-use tools and educational services as a stepping stone to reaching their financial goals.


Solution

The Approach is to utilize the USPS' current assets and add a banking branch, USPS Banking. With this banking service we will provide multiple solutions to specific users needs that aren't currently met due to a lack of options available to them.

Research Summary

User Journeys

Low Income | Elderly | Immigrant | Young Adult

Low Income

Bethany in a single, under-banked mother living paycheck-to-paycheck. In the past she has had to use predatory loans to make ends meet. Having access to a website or a mobile app would be beneficial for Bethany's busy life with paying bills and budgeting her account.

Solution

To help ease Bethany's pains, we created a mobile app and website. This will provide her with banking on the go and a better way to pay bills. She also has access to low-interest loans and financial guidance. The big difference between USPS banking and a normal bank account is we do not offer a debit card. USPS banking is a stepping stone to financial security, not including a debit card encourage users to get an actual bank account once they're ready.

Mobile App

Solution for Bethany

Sketching Ideation

Phone Screen Displays

Website Home Page

We built a website landing page to indicate how important information to those unaccustomed to USPS Banking. The website also has the ability for people to log-in to their account if they prefer desktop over the mobile app.

Immigrant

Young immigrant female who is new to the country with little English vocabulary, but doesn’t understand financial jargon or how to get started with a banking account. It would be beneficial for Angie if there was a in person kiosk system so that if she needs assistance there is some one there to help her.

Solution

To implement a kiosk system that is set up at all local USPS locations, gas stations, grocery stores, and college campus. This system will have a call feature, so Angie will have access to guidance as needed. The kiosk will also be beneficial for her because of the language options and account features. To access her account there will be a log-in feature due to the exclusion of debit cards.

Kiosk Process

The kiosk was created by quick sketches of how the screens would look and include. We picked the most important and created digital screens mock-ups.

Kiosk Home Screen

Beginning loading screen to inform customers of multiple language options

Kiosk Options Page

Kiosk Loan Display

Elderly

Ralph is a retired mechanic that spends his day taking care of his dog and helping his neighbors with gardening. Other than that, Ralph doesn’t like leaving his home. He could benefit from utilizing USPS mailing services for banking.

Solution

Utilizing the mailing services already in place, USPS banking will include an envelope system allowing Ralph to deposit money and pay bills from home. This feature will include multiple language options as well as monthly and bi-monthly receiving plans set to the date(s) of your choosing.

Mail Carrier System

We created an system that comes with 3 envelopes: the deposit, the bill pay and the outer. The deposit and bill pay envelopes come with slips allowing you to include as many transactions you need that period. The outer envelope is used to hold the other two and is meant to be filled out and placed in your mail box.

Outer Envelope

Bill Pay / Deposit Envelopes

Bill Pay Slips (English/Spanish)

Deposit Slips (English/Spanish)

Young Adult

Carlos is a young hispanic college student who is in debt from taking out student loans and is struggling to make it day-by-day. He has hurt his credit score and could benefit if the apps he already used had learning tips and tools about reaching financial stablility.

Solution

To utilize social media apps Carlos is already using as an opportunity to educate him and other young adults on banking systems, loans, managing finances, etc. Using Instagrams highlight reel feature we created "online brochures" that are easy to follow and provide helpful information about banking.

Instagram Story/ Highlight Reel