Cardless Withdrawals for Bank Syariah Indonesia

Project Summary

Bank Syariah Indonesia (BSI) wanted to make it easier for users, especially those in rural areas to access their cash without relying on a physical debit card. Many of these users didn’t live near a BSI ATM, which meant they had to travel further or pay extra fees to use third-party machines.

The idea was to create a cardless withdrawal feature that was simple, secure, and easy to find in the app. By allowing users to withdraw money from a wider network of ATMs without a card, we aimed to remove common pain points and make the experience much more convenient for BSI customers.

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: BSI had a relatively smaller ATM network, especially in rural areas. Which made it difficult for customers to find accessible cash withdrawal points. So users often had to travel far or pay extra fees to withdraw cash.
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.

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

My PM and I collaborated with the research and customer support teams to come up with the questions, and we sat in on the Interviews led by our researchers followed by Survey and Competitor Analysis.

3. Competitor Analysis

Benchmarked against existing cardless solutions from other competitors in Indonesia such as Bank BCA and Bank Mandiri.

Conclusions:

• Bank BCA keeps it super straightforward. However, adding an extra security check for bigger withdrawals could give users more peace of mind.
• Bank Mandiri feels more secure with its multiple steps, but it can be a bit rigid, especially when you need to re-enter your PIN.

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.

User Persona

Based on the research findings, we identified two main user personas: one is a younger, tech savvy user, while the other is older with a more moderate level of tech familiarity.

User Journey

After figuring out our target users, we decided to learn more about their current experience managing cardless transaction situations with the aim to seamlessly integrate an improved version of it in BSI ecosystem.

From the result of our interviews, we managed to map out their current cardless withdrawals journey in competitors app (BCA) looking closely at every step users take to withdraw from start until completion.

I spotted fresh opportunities to refine our own approach. These insights shape new ideas that can make the cardless withdrawal experience smoother and more rewarding for users.

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