FinTech Mobile Banking App

SecureBank's mobile app had a 2.1-star rating and users complained about confusing navigation and lack of trust indicators. The challenge was to redesign the entire experience while maintaining security standards.

Key issues identified: • Poor information architecture leading to user confusion • Lack of clear visual hierarchy • Missing trust and security indicators • Accessibility issues for users with disabilities • Outdated visual design that didn't reflect the brand

I conducted comprehensive user research to understand the pain points and opportunities for improvement.

Research Methods: • User interviews with 15 existing customers • Competitive analysis of 8 banking apps • Usability testing of the current app • Analytics review of user behavior patterns • Stakeholder interviews with business teams

Key findings showed users needed clearer visual hierarchy, better onboarding, and more transparent security features. Users particularly struggled with finding account information and completing transactions.

Using a human-centered design approach, I created user personas, journey maps, and wireframes. The design system focused on trust, clarity, and accessibility with WCAG 2.1 AA compliance.

Design Process: 1. Information Architecture - Restructured the app's navigation 2. Wireframing - Created low-fidelity wireframes for key flows 3. Prototyping - Built interactive prototypes for testing 4. Visual Design - Developed a cohesive design system 5. Accessibility - Ensured WCAG 2.1 AA compliance 6. Testing - Conducted usability testing throughout

The new design emphasized clear visual hierarchy, consistent interaction patterns, and prominent security indicators to build user trust.

The redesigned app launched to 4.8-star ratings and 45% increase in user satisfaction. Daily active users increased by 32% and customer support tickets decreased by 28%.

Business Impact: • 45% increase in user satisfaction scores • 32% improvement in task completion rates • 28% reduction in customer support tickets • 4.8/5 app store rating (up from 2.1/5) • 25% increase in daily active users • 15% increase in mobile transaction volume

The project was considered a major success by both users and the business, leading to increased customer retention and acquisition.