Designing an online banking app

Client: Broadway National Bank
Role: Product Designer and Researcher
Date: June 2020
Won IDC FinTech 2020 Award for Omni Channel experience

Summary

Broadway National Bank wanted a custom experience for their implementation of Fiserv’s Architect. My role was to work with the client to design their online banking experience. See it in the App Store

Problem

Their current app was rated poorly in the app store and Broadway wanted to provide their customers with a user friendly experience. A majority of their users were older than 55 and they were the demographic that had the lowest adoption rate.

Users

Our users were anyone who was using the mobile app, but out focus was on those 55 and older. Broadway wanted to make sure that in their rebranding and modernization that they did not lose their most valuable customers.

Goal

Design a mobile app that would accommodate all users and improve the app store rating.

Research

For this project we did many usability tests, A/B tests, and preference tests, along the way because of the sheer size and complexity of the project. We gathered both qualitative and quantitative data to help drive design decisions.

• Overall usability with users older than 50

• Menu and menu location

• Size of the card

• Transaction view

• Card controls

• Filtering of transactions

Solution

The final design came from collaborating with stakeholders, developers, and my design partner. Together we designed an app that took Broadway’s ratings to over 4.5 stars, and both their customers and their employees enjoy using it. Adoption rates continue to increase, while the number of customer complaints and help desk tickets decreases.