Mobile Banking App Redesign

Project Overview

The mobile banking app was struggling with low user engagement and high support ticket volume. Users found the interface confusing and were frequently calling customer service for basic tasks like checking balances or transferring money.

The Challenge

Low engagement: Only 30% of users actively used the mobile app
High support costs: 40% of support tickets were for basic mobile app functions
Poor user experience: Complex navigation and unclear information hierarchy
Accessibility issues: App wasn't accessible to users with disabilities

Research & Discovery

I led a comprehensive research phase that included:

User interviews with 25 banking customers
Usability testing of the current app with 15 participants
Competitive analysis of top banking apps
Analytics review to understand user behavior patterns

Key Insights

Users wanted simplicity: Most users just wanted to check balances and transfer money quickly
Security concerns: Users were hesitant to use mobile banking due to security fears
Accessibility barriers: Many users with visual impairments couldn't use the app effectively

Design Process

1. Information Architecture

I restructured the app's navigation to prioritize the most common tasks:

Quick balance check on the home screen
One-tap transfers to frequent recipients
Simplified menu with clear categorization

2. Visual Design

Clean, modern interface with plenty of white space
High contrast colors for better accessibility
Consistent iconography throughout the app
Large, touch-friendly buttons for mobile use

3. User Flow Optimization

Redesigned critical user flows:

Account balance viewing: Reduced from 3 taps to 1 tap
Money transfers: Streamlined from 5 steps to 3 steps
Bill payments: Simplified with saved payees and recurring payments

Key Features

Enhanced Security

Biometric authentication for quick access
Clear security indicators to build user trust
Fraud alerts with easy-to-understand messaging

Accessibility Improvements

Screen reader compatibility for visually impaired users
High contrast mode option
Larger text options for better readability
Voice navigation support

Smart Notifications

Personalized alerts based on user behavior
Spending insights to help users manage finances
Goal tracking for savings and budgeting

Results & Impact

The redesigned app achieved significant improvements:

40% increase in daily active users
25% reduction in support tickets
60% improvement in user satisfaction scores
35% increase in mobile banking adoption
90% accessibility compliance score

Lessons Learned

This project reinforced the importance of:

User research in understanding real needs vs. assumptions
Accessibility as a core design principle, not an afterthought
Iterative testing throughout the design process
Cross-functional collaboration between design, engineering, and product teams

Next Steps

The success of this redesign led to:

Expansion of the design system to other banking products
Research initiative on voice banking interfaces
Partnership with accessibility organizations for ongoing improvements