Personal Banking UX
We partnered with a leading bank to completely overhaul their digital user experience across mobile apps, web platforms, and in-branch kiosks, delivering seamless, intuitive, and delightful interactions that meet the demands of today’s digital banking customers. Our approach unified fragmented interfaces into a cohesive system that supports faster transactions, personalized services, and consistent user journeys. By incorporating user feedback and best practices in accessibility, we ensured that the platform serves a diverse audience while supporting the bank’s goals of customer retention and market expansion in the highly competitive digital banking space.
Challenges
The bank faced rising customer churn due to inconsistent experiences across its digital touchpoints. Mobile app users encountered confusing navigation, while website visitors abandoned transactions midway due to poorly optimized forms and layouts. Internal teams lacked a standardized design language, leading to fragmented user interfaces that eroded customer trust and made scaling the platform costly and inefficient. On top of these issues, the bank struggled with slow platform performance during peak hours and compliance challenges related to accessibility standards. Fragmented customer data across systems also hindered personalized engagement and led to disjointed service experiences for users moving between channels.
Solution
We conducted in-depth user research and workshops to understand pain points and customer expectations. Our team introduced a unified design system built in Figma and implemented it across mobile, web, and kiosk platforms using Next.js and Tailwind CSS. We simplified navigation flows, streamlined transaction processes, and optimized performance for faster load times. A focus on accessibility ensured that all users, including those with disabilities, could interact with ease.
Benefits
Post-launch analytics showed a 40% increase in customer satisfaction scores, with marked improvements in user engagement and transaction completion rates. Loan applications and deposit conversions rose significantly due to the frictionless experience. The bank also reported reduced design and development costs for future updates thanks to the standardized component library we introduced. Furthermore, accessibility improvements expanded the platform's reach to underserved customer segments, and streamlined onboarding flows led to faster account openings. With unified UX and performance gains, the bank strengthened its competitive position, boosting market share and brand reputation in the digital banking space.
Tech Stack
- React Native
- Next.js
- Figma
- Tailwind CSS