QR Codes

Wells Fargo

iOS

Android

Overview

Wells Fargo is a provider of banking, mortgage, investing, credit card, and personal, small businesses, and commercial financial services. Zelle is a product that Wells Fargo users may utilize to send and receive money. It is a fast, safe and easy way to send and receive money with friends, family, and others you trust, even if they bank somewhere differently than you. As part of Wells Fargo’s digital modernization, I worked on launching a QR code payment feature—a fast, secure way for users to send or request money by simply scanning a code within Zelle.

My Role

I was a product designer on the Zelle team. While the Zelle team is small, we were part of a larger XD team. Our role was to collaborate with the Wells Fargo team, the EWS team and with our users to ensure our product provides the best possible experience. My responsibility as a product designer was to align our business goals (Wells Fargo) with their (Zelle’s) business goals so our users experience one cohesive product.

I am part of a team that saw huge improvement in daily usage. NPS scores rate all digital activities in three categories: Mobile only, online only and both mobile and online. Zelle is one of a handful of activities that can drive promoters. During my time on the team, Zelle led all digital payment activities showing an increase of over 5%, which was up from the previous three months.

Problem

QR codes were being used in contactless delivery, contactless pickup and most importantly contactless payment. QR code usage had been growing exponentially but in 2020 it grew by an amazing 94%. Zelle users and small businesses would greatly benefit from a feature like this. How do we improve users’ ability to send or receive money with QR Codes while differentiating ourselves from our competitors?

Goals

Introduce QR Codes to the Zelle product within Wells Fargo app, without disrupting our user's journey
Make the payment process quick, easy and intuitive

Outcome

The feature launched in 2022 after Wells Fargo's mobile redesign with strong adoption and positive feedback. We also saw huge improvement in the app's daily usage. During my time on the team, Zelle led all digital payment activities showing an increase of over 5%, which was up from the previous three months, as well as an increase in NPS scores.