Strong Rental Car
Transformed a complex banking experience into an intuitive, delightful mobile app through user-centered design and rigorous testing.
Project Overview
Complete redesign of a mobile banking application focused on simplicity and user trust. Through extensive user research and iterative design, we transformed a complex banking experience into an intuitive financial companion.
The Problem
Users found the existing app confusing and overwhelming, with 68% struggling to complete basic transactions. The complex navigation and lack of clear feedback led to high support costs ($2.3M annually) and low adoption rates among new customers (only 23% activation within first week).
The Solution
Conducted extensive user research with 200+ participants to identify pain points, then redesigned the entire experience with a focus on clarity, simplicity, and building trust through thoughtful micro-interactions. Implemented a card-based architecture, simplified navigation from 5 levels to 2, and added real-time transaction feedback.
Design Process
A comprehensive approach to user-centered design
User interviews & surveys (200+ participants)
Competitive analysis
User journey mapping
Low-fidelity wireframes
High-fidelity prototypes
Usability testing (3 rounds)
Design handoff & developer collaboration
User Personas
Understanding our target users through comprehensive research and behavioral analysis
Sarah Martinez
Small Business Owner
34 years old
I need to manage my business accounts quickly between meetings
Goals
- Quick access to account balances
- Easy money transfers
- Simple expense tracking
Frustrations
- Too many steps to transfer money
- Can't find transaction history easily
- Worried about security
Behaviors
- Checks balance 5-8 times daily
- Prefers mobile over desktop
- Uses app during commute
Michael Chen
Software Engineer
28 years old
I want my banking app to be as intuitive as the apps I build
Goals
- Instant notifications
- Categorized spending insights
- One-tap bill payments
Frustrations
- Clunky interface
- Slow loading times
- Hidden features
Behaviors
- Tech-savvy user
- Compares multiple banking apps
- Values speed and efficiency
Linda Thompson
Retired Teacher
56 years old
I just want banking to be simple and trustworthy
Goals
- Large, readable text
- Clear security indicators
- Easy help access
Frustrations
- Confusing terminology
- Small touch targets
- Fear of making mistakes
Behaviors
- Uses app for basic tasks only
- Prefers phone support
- Cautious with new features
Low-Fidelity Wireframes
Early-stage wireframes focusing on structure and user flow
User Journey Flow
Visualizing the user journey from start to finish with data-driven insights
Usability Testing
Data-driven insights from real users validating design decisions
Task Completion Improvement
Key Findings
Users completed transfers 43% faster with the new design
Navigation depth reduced from 5 levels to 2 improved discoverability by 67%
Security indicators increased trust perception by 54%
Card-based layout improved scanability and reduced cognitive load
Quick actions on home screen increased feature adoption by 41%
Real-time feedback during transactions reduced user anxiety by 78%
User Feedback
"This is exactly what a banking app should be - simple and clear"
— Beta Tester #47
"I can finally transfer money without calling support!"
— Sarah M.
"The new design feels modern and trustworthy"
— Michael C.
"I wish the font size was even larger for some labels"
— Linda T.
Final Designs
High-fidelity screens showcasing the complete user experience
Measurable Impact
Data-driven results that demonstrate the project's success and business value.
Task Completion Rate
User Satisfaction
Support Tickets
Daily Active Users
Results & Impact
Task completion rates increased by 43%, user satisfaction improved from 3.1 to 4.7/5, and support tickets decreased by 62% within the first quarter after launch. Daily active users grew by 38%, and the app store rating improved from 3.2 to 4.6 stars with over 15,000 new reviews.