In 2019, AIB embarked on one of the bank’s largest and most important redesigns to comply with a new European Union banking regulation, PSD2. Aiming to make online payments more secure, PSD2 mandated Strong Customer Authentication (SCA).
To meet this new security requirement, AIB needed to completely rethink their login system for all of their personal internet and mobile channels using two-factor authentication. Not only did the login system need to be as frictionless and easy-to-use as possible, but it also had to serve a user base with wildly different needs, ranging from the tech savvy to those who have never used a mobile phone before. All users had to be brought through the customer journey in the exact same way. And the timeline on the project was super quick, too. AIB became compliant in just seven months.
To meet the September 2019 deadline, cross-functional disciplines across the organization, including designers, developers, project managers, lawyers, and key business stakeholders needed to collaborate quickly and closely.
Prototype: Everything you need to create experiences that look and feel real, without any code
The design team was tasked with creating new flows and screens for both the customer mobile and internet login journeys, all of which needed to be shared and reviewed internally across the organization. Throughout the project, designs were iterated and tested with over 150 unique individual customers (equaling an estimated 30 days, or 112 hours of customer testing).
The AIB team used prototypes extensively to design and test screens with customers, all within a tight timeline. Being able to update the design in response to customer feedback in real time resulted in a fast user testing loop.
Prototypes were also used for design, stakeholder sign off, and development in Ireland and India.
With InVision prototypes, we were able to design and test screens, and make changes on the fly as we got feedback, allowing us to get them back in front of customers quickly and easily.
Experience Design Lead, AIB
Inspect: Go from design to code fast
Collaborating with developers while sitting side-by-side may be an effective and efficient way to work, but that's not always possible — especially when partnering with off-shore developers.
AIB used Inspect to empower cross-functional teams working on the PSD2 redesign. Their developers relied on Inspect to access design specs—measurements, colors, font styles, code snippets, assets, and more—without having to search in a separate design program. This helped reduce friction and enabled a more connected workflow between developers and designers, many of whom were working across continents. Not only that, cost and time savings on designer to developer collaboration from using Inspect improved AIB’s bottom line.
AIB successfully met the deadline to comply with PSD2 regulations. In the first two weeks after the launch of their redesign, over 600,000 customers signed up for the new two-factor authentication app.