Cardless Withdrawals for Bank Syariah Indonesia

Project Summary

Bank Syariah Indonesia aimed to enhance its mobile banking experience by offering cardless withdrawals at ATMs outside its network. The traditional withdrawal process required physical debit cards, was overly complex, and created accessibility barriers. Our goal was to design a secure, intuitive, and frictionless cardless withdrawal system that prioritized both ease of use and security.

Design Framework

The Challenge

BSI customers faced key pain points that significantly affected their banking experience and access to financial services. Our research and user feedback revealed these pressing issues:

1. Limited ATM Access: Unlike larger financial institutions, BSI had a relatively smaller ATM network, which made it difficult for customers to find accessible cash withdrawal points. This led to inconvenience, longer travel times, and extra fees for third party withdrawals, especially in rural areas.
2. Dependence on Debit Cards: Many customers expressed frustration over the need to carry a physical debit card at all times. If a card was lost, forgotten, or damaged, customers were left without a way to access cash, causing stress and inconvenience.
3. Cumbersome User Flow: The withdrawal process was lengthy. Customers had to go through multiple steps, including manual PIN entry, selection menus, and unnecessary confirmations, which increased drop off rates.

Our challenge was to create a cardless withdrawal experience that was not only simple and fast but also highly secure and trustworthy. The solution needed to:

Research & Insights

We conducted extensive research to understand the real challenges BSI customers faced. Our aim was to enhance the withdrawal experience, address their frustrations, and design a system that would effectively meet their needs.

Research Methods:

1. User Interviews: Conducted with 15 BSI customers, including Gen Z users who prefer digital first banking.
2. Surveys: Gathered insights from 300+ users to identify primary friction points in traditional ATM withdrawals.
3. Competitor Analysis: Benchmarked against existing cardless solutions from other competitors in Indonesia such as Bank BCA and Bank Mandiri.

Key Insights & Findings

Through our research, we identified several critical pain points that guided our approach:

Reduce redundant verification steps or provide a fast track mode for frequent users who prioritize speed over extra security prompts.

These insights gave us a clear path forward to simplify the experience, strengthen security, and make cardless withdrawals easy to find and use so they become the go-to option, not just a backup plan.

User Flow

During our brainstorming, the team focused on streamlining the cash withdrawal process (“How might we minimize steps to make withdrawals faster?”) and improving user understanding (“How might we ensure users understand each step of cardless withdrawal?”).

These discussions helped shape MVP 1, defining the key user flows essential for development.

Design & Solutions

Using a human-centered design approach, we aimed to reduce friction, enhance security, and improve discoverability. Our framework involved:

1. Simplifying the User Flow: Reducing steps so users could withdraw cash in just three taps.
2. Enhancing Security: Adding PIN verification, OTP authentication.
3. Educating Users: Ensuring clear guidance within the Superapp.

1. Cardless Transaction Flow

2. Input Withdrawal Amount Flow

Displaying the informational guide aims to help users notice the amount of cash withdrawal multiples.

3. Notification Flow

4. Set Cash Withdrawal Limit Flow

My Takeaways

When we started improving withdrawals, we thought the challenge would be convincing people to go cardless. Turns out, they were open to it, they just needed clarity, security, and ease to make the switch.

A big issue? People didn’t even know the feature existed. Once we made it more visible in the Superapp, adoption took off. Security was another sticking point, users needed reassurance that their money was safe, so adding PIN verification, OTPs helped build trust.

We’re already thinking about what comes next. Biometric authentication will take convenience to the next level, allowing users to withdraw cash with just a (hello, Face ID and fingerprints), expanding to international ATMs for travelers, and rolling out scheduled withdrawals so users can plan ahead.

Thank You For Reading My Case Study 😊

E-Commerce Activation for BSI Debit Card