Davivienda
UX Research
UX Design
UI Design
Testing
The project involved a comprehensive redesign of a mobile banking application for a leading Colombian bank. The objective was to enhance user experience by addressing existing pain points and meeting the evolving needs of the users. This was achieved through an extensive research process, involving surveys, interviews, user personas, journey maps, and usability testing.
Problem
The existing banking application was outdated and not user-friendly, leading to frequent user complaints about navigation difficulties, unclear information architecture, and a cumbersome user interface. The goal was to redesign the app to be more intuitive, efficient, and aligned with user needs.
Research
The research process for the redesign of the application was extensive and multifaceted, aimed at gaining a deep understanding of user needs and pain points. We conducted comprehensive surveys and in-depth interviews with a diverse group of users to collect both qualitative and quantitative data. This helped us create detailed user personas and journey maps, highlighting various use cases and identifying critical pain points in the user experience.
54%
of the interviewed users expressed a strong desire for faster authentication methods.
2 of out 5
of the users believe that the current banking app is not on par with other banking apps available in the market
32%
users do not feel secure using the current banking application
Surveys and interviews
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Conducted extensive surveys and interviews with a diverse group of 20 users to understand their needs, pain points, and expectations from the banking app.
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Gathered qualitative and quantitative data to form a comprehensive understanding of user behavior and preferences.
User Personas and Journey Maps
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Created detailed user personas based on the research data, representing the different types of users who interact with the app.
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Developed user journey maps for various use cases to identify pain points and opportunities for improvement in the user experience.
Evaluation Tools
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Employed tree testing to assess the effectiveness of the current information architecture and identify areas of confusion.
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Used card sorting exercises to gather insights on how users categorize and prioritize different features and functions of the app.
Current arquitecture
The "tree testing" was conducted using the Optimal Workshop platform to evaluate two primary functions: transfers and cardless withdrawals.
Task 1: Transfer money to your friend with an account in a different bank
Task 2: Withdraw money on an ATM without debit card
INSIGHTS
In both cases (transfers and cardless withdrawals), a significant number of users expected to find these options directly under the "Accounts" section.
The second task revealed a high percentage of positive results in terms of efficiency and effectiveness, indicating that the error may not be due to the site's architecture.
UX DESIGN
Once we gathered all of this information about the current application and its users, we began to focus on the UX design of the new version. Our aim was to improve existing features, introduce new functionalities, and retain the elements that were already effective. This iterative process was guided by the insights and data obtained from our comprehensive research, ensuring that the redesigned application would address user needs and pain points effectively.
Taskflows
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Based on the research findings, we designed task flows for the main functions identified as needing improvement.
Wireframing
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Based on the research findings, initial wireframes were created to visualize the new structure and layout of the app.
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Iteratively refined the wireframes, incorporating user feedback and ensuring alignment with user needs and business goals.