HSBC App
Shown as a team member's work in a previous consultancy role. The project was delivered for the client by a consultancy, not by Interaktory. The visuals are illustrative recreations, not original project deliverables.
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The project
This case study reflects experience gained through involvement in the design and evolution of a large-scale mobile banking app within a global financial institution in the UK. The work focused on mobile banking design and UX/UI improvements for a consumer-facing mobile banking application that serves over 7 million active customers.
Design Thinking and Lean UX methodologies were applied within a highly Agile environment to improve clarity, usability, and performance across critical mobile banking app journeys, including login, payments, transfers, and account management.
What we did
Mobile banking UX/UI, user research, personas, workshop facilitation, IA, flows, interactions, low fidelity wireframes, high fidelity designs, prototyping, user testing, accessibility, Design system
Impact
4.8 App Store rating
Mobile banking app usability improvements formed part of a broader initiative that coincided with an increase in App Store ratings from 1.9 to 4.8 stars.
- 1.7M+ App Store ratings
- The app is rated 4.8 on the App Store from over 1.7 million ratings, and 4.7 on Google Play, where it has more than 5 million downloads.
- 30s to 1s login
- The programme cut login time from 30 seconds to one second.
- 6M customers migrated
- Around 6 million customers moved securely to the new app.
- Simpler payments
- Designed to make payments and transfers quicker to complete.
- A dashboard worth opening
- Designed to make the dashboard worth opening more often.
- Clearer journeys
- Designed to cut confusion in everyday tasks such as payments and transfers.
- Financial clarity
- Designed with a clearer visual hierarchy, so people understand their finances at a glance.
In use
An illustrative recreation of the released app, not an original project deliverable.
Mission
The mission was to shape a trustworthy and intuitive mobile banking app during a period of increased reliance on digital banking. By simplifying information architecture and refining interactions, the experience reduced friction and helped users manage money confidently through a well-designed mobile banking interface.
Key challenges
- Multiple user types
- Designing mobile banking UX for diverse global audiences.
- Legacy UX problems
- Resolving outdated and inconsistent mobile app flows.
- Complex login
- Reducing friction in secure mobile banking authentication.
- Stakeholder alignment
- Aligning global teams around mobile banking priorities.
- Localization consistency
- Ensuring consistent mobile banking experiences across markets.
Objectives
- Create a modern, intuitive mobile banking app
- Align teams around clear mobile banking journeys
- Reduce friction in login, balance checks, and payments
- Support scalability across mobile platforms
- Improve satisfaction and reduce complaints
Process
The mobile banking UX/UI design process combined usability testing, heuristic analysis, and iterative prototyping. Core mobile banking app journeys were mapped, friction points identified, and flows refined to improve clarity, speed, and reliability.
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01
Research & insights
Stakeholder interviews, system audits, competitor analysis, and user research uncovered key mobile banking usability issues.
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02
Ideation & wireframes
Low-fidelity mobile banking flows were created and aligned through collaborative cross-functional workshops.
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03
Hi-fi designs & prototyping
High-fidelity mobile banking UI designs were produced and validated through rapid prototyping.
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04
Testing
Early releases went to smaller groups of customers first, so findings shaped each release before the wider rollout.
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05
Accessibility
Remote usability testing of the mobile banking app identified mostly minor accessibility issues, which were addressed quickly.
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06
Design system
Structured mobile banking user flows and wireframes were translated into interactive prototypes to support rapid validation.
What we learned
Designing a mobile banking app at scale requires balancing security, regulation, and usability. Continuous user validation and fast feedback loops proved essential during periods of rapid digital adoption.
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