Project overview
We used Design Thinking and Lean UX methodologies to deliver cutting-edge, user-centred experiences in a truly Agile environment.
Impact
4.8 App Store rating
The redesign dramatically improved usability, raising the rating from 1.9 to 4.8 stars.
6M+ users
The improved experience supported growth from 1.5M to over 6M mobile users.
12× faster
Core flows and technical constraints were optimised to dramatically improve performance.
6× release frequency
Clearer UX requirements and structure increased delivery velocity.
Faster task completion
Users completed transfers and payments significantly faster.
Higher engagement
Simplified dashboards encouraged more frequent financial check-ins.
Reduced support tickets
Clearer language and flows reduced customer confusion.
Financial confidence
Visual improvements helped users better understand their finances.
Mission
The goal was to create a mobile experience that feels trustworthy and simple, without overwhelming users with financial jargon. By reorganising information and refining interactions, the redesign helped users manage money with confidence and complete essential tasks with far less friction.
Key challenges
Understanding diverse global audiences.
Eliminating outdated and inconsistent flows.
Reducing friction for common tasks.
Aligning global teams and priorities.
Ensuring parity across markets.
Objectives
- Create a modern, intuitive mobile banking experience
- Align teams around clear journeys and needs
- Reduce friction in login, balance checks, and payments
- Support scalability across markets
- Improve satisfaction and reduce complaints
Design process
Our approach combined usability testing, heuristic analysis, and iterative prototyping. We mapped journeys, identified friction points, and reconstructed flows to improve clarity and efficiency across the app.
Research & insights
Stakeholder interviews, system audits, competitor analysis, and user interviews uncovered core usability issues.
Ideation & wireframes
Low-fidelity flows were created and aligned through collaborative “three amigos” workshops.
Hi-fi designs & prototyping
High-fidelity designs followed, aligned with the design system and validated through rapid testing.
Testing
Alpha releases reached 50k users, enabling data-driven refinements and improvements.
Accessibility
Multiple rounds of remote usability testing revealed:
Mostly minor issues corrected quickly. One persistent major block: Users still believed the app tracked them, despite clear messaging.
Design system
The UX team developed structured user flows and wireframes covering all MVP features. These were translated into clickable prototypes for rapid testing.
Critical insights
UX work often requires adapting to constraints such as deadlines, budgets, and stakeholders. The key is maintaining user involvement, validating assumptions early, and delivering value through fast, iterative learning.