UX and UI Redesign to Drive High CSAT for a Mobile Banking App

Summary

A European bank's mobile banking app was receiving extremely low app-store scores and frequent user complaints. INNERLUXES audited the app, then rebuilt it from the user experience up — Axure RP wireframes, Sketch visuals, and interactive InVision prototypes refined through client-side user testing and handed off to development via Zeplin — over a 2.5-month redesign that made the app far easier to navigate and lifted customer satisfaction.

About the Client

The Client is a European bank.

The Challenge

The Client's mobile banking solution was constantly receiving extremely low scores and mostly negative reviews in the app stores. Its customer support group also reported frequent user complaints about the mobile app. In the end, the Client sought professional assistance in increasing user satisfaction with the app.

The Solution

INNERLUXES started by carrying out a thorough audit of the Client's mobile banking application. The audit revealed that the app not only had a visually outdated UI but also offered confusing navigation due to an abundance of features. To achieve meaningful results, the team decided to redesign the app from scratch, starting with user experience design.

A UX designer and three UI design experts worked on the redesign for 2.5 months. The workflow for developing each series of connected screens was as follows:

• The UX designer created interactive wireframes in Axure RP and sent them to the UI design team.
• Using the UX wireframes as a base, the UI designers created all visual elements in Sketch and built an interactive, colorful prototype in InVision.
• The prototype went through user testing by a special group on the Client's side.
• Adjustments were made to the prototype according to the testing results until the testing group's approval.
• All the visual assets of the final prototype, together with related functional specifications, were sent to the Client's development team via Zeplin.

The Results

• The fundamental redesign made the new version much easier to navigate.
• Once the project was finished, the Client requested INNERLUXES's design competencies for three more projects.

Technologies and Tools

Axure RP, Sketch, InVision, Zeplin.