Enabling a Dramatic Improvement in Remote Deposit Capture
Remote deposit capture (RDC) draws key user segments. Javelin Strategy & Research finds that Moneyhawks™ (wealthy, tech savvy users who are a financial institutionI’s most valuable account holders) and Gen Y lead in remote deposit use and clearly value this functionality.
However, a frustrating experience, plagued by blurry image error messages, will drive users away and weaken your brand reputation. The industry standard RDC rejection rate is an astounding 14%, meaning 1 out of every 7 attempts ends in failure.
As the MX team prepared to launch Helios, they realized that the status quo was not good enough. MX would have to significantly reduce this error rate to create a positive user experience.
How does MX do it? We employ common sense rules around what can be photographed, coach the user through the process, and set default photo capture settings that are tailored for specific devices (be it Windows, iOS, or Android). Many mobile apps allow you to take a photo of anything — a soda can, a shoe, you name it — and submit it. MX concluded that there should be some limitations. As MX built auto capture, it required that the object being photographed at least look like a check (four sides, a rectangle).
Ensuring that users do not feel overwhelmed by the process is also crucial. In user testing, we considered how people conduct remote deposit capture and developed ways to coach the user. We showed the user the front side of a check and where to position it, while providing a cue for when they have to flip to the back side. A future iteration will share an animation showing the user that the check needs to be overturned.
MX has also capitalized on its device-specific knowledge to drive continual improvement. With Windows phones, we pivoted from auto to manual capture to drive a better user experience. Windows phones handle auto capture less gracefully than iOS and Android devices so MX decided to make manual the default setting, while still providing users with higher end phones the option to switch to auto capture.
In addition, MX drills down into issues with specific devices to drive improvements. There are over 8,800 different Android devices capable of running on Helios. When a user tells us that remote deposit capture is not working on their Android device, we’ll go out and purchase that device, replicate the environment, and fix the issue. It’s not that we have a silver bullet that addresses every potential problem, we simply care enough to make necessary adjustments as new devices enter the marketplace.