The digital banking app presented multiple problems since its launch, including issues with its technical performance and information architecture. Additionally, the use of an ill-defined design system further complicated the user experience. Our squad was tasked with improving two key sections of the app: the onboarding process (which had the highest abandonment rate in the entire app) and implementing a new section to obtain a physical card.
The Design Process
We began by conducting a heuristic evaluation and organizing the previous information that existed on both sections, working closely with the service design and business teams. To gain further insight and identify possible improvements, we also carried out a heuristic evaluation of the apps of our main competitors.
In the redesign of the onboarding process, additional work was required, including participation in the definition of evaluation guidelines and selection of the authentication service provider that would work with the company. From there, we redefined the user flows and developed wireframes to guide the process.
We continued to refine the design with interactive prototypes, paying particular attention to improving accessibility, standardizing the use of icons, and improving the design of buttons to create a more streamlined and intuitive user experience.
The Impact of the Solution
Our design process led us to define two new user flows for the app and implement improvements in the interface design. These changes included improving accessibility (such as enhancing color contrast and text legibility), standardizing the use of icons, and improving the design of buttons. Overall, our efforts resulted in a more intuitive and user-friendly experience, and the onboarding process saw a significant decrease in its abandonment rate.