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Mobile Bank Redesign

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THE ASK

Mobile Bank App Redesign

This client is one of the biggest banking and financial services company in Brazil. They had reached out for recommendations on how to improve their mobile banking app in order to contine to lead the industry with the highest possible NPS (Net Promoter Score) and further differentiate themselves from peers and other emerging brands.

OUR APPROACH

Optimize / Enrich / Lead

We believe optimizing usability and establishing core design principles are crucial foundational steps that will set the right path towards creating an industry leading, best-in-class experience. My team and I shared market insights, suggested design principles and performed a high level usability assessment with prioritized recommendations for optimization.

We have constructed what the future state experience could look like. This aligns with the core design principles we established and illustrates how we can solve the painpoints that were brought to light as part of the usability assessment. We also moved beyond optimization and outlined our approach for introducing new features and driving innovation.

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HOME SCREEN

Usability Assessment

Overall, this view provides users with many options and functions, but a lack of hierarchy, personalization and scan-ability will increase the amount of time a user needs to achieve their desired task.

1. The system requires information architecture audit.

2. The system lacks visibility.

3. The system lacks commonly recognizable design patterns.

4. The system lacks readability and scan-ability

ACCOUNT OPENING

Usability Assessment

Long, scrolling screens put a heavy burden on the users to input an extensive amount of information. Providing transparency and context into where the user is in the process would be beneficial.

We recommend collecting the minimal amount of information up front, connecting with other data sources to pull in relevant information and exploring contextual/gradual on-boarding.

1. The system requires information architecture audit.

2. The system lacks visibility.

3. The system duplicates user effort.

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MAKE A TRANSFER

Usability Assessment

This flow, and others in the application, are not designed for disruption. Providing a clear indicator of progress would better orient the user and improve the experience.

1. The system lacks robust embedded help.

2. The system requires information architecture audit.

3. The system lacks visibility.

4. The system lacks commonly recognizable design patterns.

5. The system lacks readability and scan-ability.

6. The system duplicates user effort.

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DESIGN SOLUTION

Holistic / Innovative / Measurable

We’ve proposed resolutions to the system’s common recurring issues. Our approach illustrates how we can solve the pain points around the current state by introducing new features and trends to contest with present-day design experiences based on our market insights.

Customers have high expectations from their financial institutions so developing a user-centered approach is crucial for success.

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ENRICH & LEAD

Introduce Innovative
Features & Lead The Pack With
Best-In-Class Design

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HOME SCREEN REDESIGN

Future State

Utilizing today’s latest technology trends, we redesigned the home screen to be accessible to a broad demographic. Voice recognition allows users to speak to their mobile devices and use audio playback to understand where they are in the app. Embedded help also assists with their needs and adds an engaging, conversational element that is highly personalized.

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CONVERSATIONAL INTERFACE
THAT PUTS VOICE FRONT & CENTER

Future State

We envision implementing an AI-driven chat-based UI to handle user input and simplify the on-boarding experience. We understand time is valuable so we’ve made forms easier to complete by leveraging voice to text. The chat-based UI provides human interactions making it a natural experience for users.

PHOTO CAPTURE WITH
THE OPTION TO FINISH LATER

Future State

Using the phone’s camera allows identification documents to be entered seamlessly. Data is pulled from their ID and used to fill out their user profile. This lessens the burden on the users, speeds up the on-boarding process and provides a more accurate way of inputting data.

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