A comprehensive redesign of a mobile banking platform that increased user engagement by 42% and reduced support tickets by 68%.
Overview
This project was initiated to reimagine the core user experience of a digital banking platform. The existing interface had become cluttered over time, with features added incrementally without a cohesive strategy. User research revealed frustration with navigation, information density, and lack of personalization. Our goal was to create a clean, intuitive experience that put users' financial goals at the center.
Process
We began with extensive user research, conducting 24 in-depth interviews with existing customers across different demographics and financial situations. This was followed by a comprehensive competitive analysis and feature prioritization workshop with stakeholders. The design phase involved rapid prototyping, usability testing with 15 participants, and iterative refinement based on feedback. We used a design sprint methodology to maintain momentum while ensuring all voices were heard.