The initial stage of the project revolved around de-constructing, dissecting, and inspecting every instance of the mobile banking experience. We wanted to gain a comprehensive understanding of the gap between what the users needed and what the service offered before coming up with a new approach. You wouldn’t believe how much we spent on post-its.
The flow in the old app was designed based on how the banking system works, rather than on how users think. Our main challenge here was to translate the process and make it feel more human.
If we were to re-think mobile banking we had to come up with, validate, and test a series of hypothesis. We needed to gain an in-depth insight of users, their language, and their thought processes. Only then we would start making wireframes.
On top of designing a clean, solid product for iOS and Android, we were also tasked with adapting it to offer a distinctive experience to each of the Bank’s User Segments.