Mobile Banking App Redesign
User-Centered Financial Services Experience
Company
Financial Services Institution
Location
Remote
Duration
8 months
Role
Lead UX Researcher & Strategy Consultant
Overview
Led comprehensive user research and redesign initiative for mobile banking application, resulting in 45% increase in daily active users, 60% reduction in support tickets, and improved customer satisfaction scores.
Challenge
Mobile banking app had low adoption rates among target users. Customers preferred competitor apps despite similar features. User research was needed to understand mental models, pain points, and feature priorities.
Solution
Redesigned information architecture with simplified transaction interface, smart filtering, and search. Enhanced security indicators and transparency. Implemented progressive onboarding with contextual help and personalized recommendations.
Research Phase
Contextual Inquiry & User Testing
Duration: 4 months | Participants: 65
Research Methods
Key Findings
Navigation Complexity
Users struggled with transaction history navigation—took average 3+ minutes to find specific transactions
Impact: Redesigned transaction interface with smart filtering and search
Security Concerns
Security concerns prevented adoption of new mobile payment features
Impact: Enhanced security indicators and transparency in payment flow
Mobile Mental Models
Mobile-first users had different mental models than desktop users
Impact: Designed mobile-first experience rather than adapting desktop design
Onboarding Friction
Onboarding process was overwhelming with too many setup steps
Impact: Implemented progressive onboarding with contextual help
User Personas
Understanding the diverse needs and motivations of key user segments
Emma Watson
Mobile-First User
Young Professional
BACKGROUND
28 years old, smartphone-only banking, tech-savvy, values convenience
GOALS
- •Quick access to account information
- •Fast mobile payments
- •Easy transaction tracking
PAIN POINTS
- •Slow app performance
- •Complex navigation
- •Unclear transaction history
"I want to check my balance and send money in 30 seconds"
Robert Chen
Security-Conscious User
Business Owner
BACKGROUND
45 years old, manages business finances, security-focused
GOALS
- •Secure transactions
- •Clear audit trail
- •Control over permissions
PAIN POINTS
- •Unclear security features
- •Concerns about mobile security
- •Limited transaction controls
"I need to know my money is safe before I'll use mobile banking"
Sarah Martinez
Feature Explorer
Casual User
BACKGROUND
35 years old, uses app occasionally, prefers simplicity
GOALS
- •Understand available features
- •Discover new capabilities
- •Learn without frustration
PAIN POINTS
- •Hidden features
- •Unclear feature benefits
- •Overwhelming options
"I don't want to read manuals, just show me what I can do"
Implementation Approach
Research & Strategy
6 weeks
- User interviews and contextual inquiry
- Competitive analysis
- Card sorting and IA testing
- Persona development
Design & Prototyping
8 weeks
- Wireframing and prototyping
- Usability testing with prototypes
- Design system development
- High-fidelity mockups
Development & Launch
10 weeks
- Development and QA
- Beta testing with users
- Performance optimization
- Phased rollout and monitoring
Outcomes & Results
Successfully transformed mobile banking experience through user-centered design, significantly increasing adoption and reducing operational support costs.
+45%
Daily Active Users
Increase in 3 months post-launch
-60%
Support Tickets
Reduction in support volume
+70%
Feature Adoption
New features adoption rate
4.7/5
User Rating
App store rating
+35%
Retention Rate
30-day retention improvement
Research Visualizations
Key Learnings
Mobile-First Mindset
Mobile-first users have different expectations and mental models than desktop users. Design for mobile first, not as an afterthought.
Security Perception Matters
Security perception is as important as actual security in financial apps. Clear communication and transparency build user confidence.
Progressive Disclosure Works
Progressive disclosure and contextual help improve onboarding success rates and reduce support burden.