B2C Banking App
Key challenge: One of the main challenges was introducing our client to design thinking and a service design approach during the discovery phase. This shift was essential to align on a user-centered, iterative way of working from the start.
Scope: We applied this approach to the creation of a new, unified banking app, designed to deliver a best-in-class experience. Our team focused on integrating safety and fraud prevention features, developing concepts to ensure users feel protected and informed throughout their journey.
Team: Wide 30+ people team, including various roles and stakeholders, my role - Lead UX Designer.
Year: 2024
Discovery process outcomes:
25
Ideas
6
Concepts
1
Unified hub
4+
Workshops
01. Information Synthesis
As we already had a lot of materials from the clients side, one of the first steps, was to synthesize all existing data into one summary.
This included look at any existing research, benchmark analysis, and any existing solutions that already exists.
02. Co-creation Workshops
As the next step, we facilitated 4+ co-creative workshops, together with the client, in order to come up with creative concepts and involve wide variety of different stakeholders in the design process.
The results:
25 concept ideas, in order to improve user end-to-end experiences in fraud.
03.Research
Throghout the process various research activities took place, such as benchmark analysis(on-going), user interviews, as well as user tests/concept validation.
04. The Concepts
The next step, was to refine the concepts - both in a more tangible format, as well as what would be the entry points, features, as well as business benefit.
In this step a total of 6 concepts were developed.
05. Unified hub
During the process, we introduced a design thinking and service design approach that helped shift the organisation toward a more design-centric mindset. This enabled closer collaboration between departments, fostered a shared understanding of user needs, and laid the foundation for more strategic, user-driven decisions.
As a result, it was decided to unify the various concepts into one overarching hub — a one-stop experience where users can learn about fraud, stay informed, and take action to keep themselves safe.
Feedback
“I can see we’re starting to change hearts and minds and help people realise what ‘design’ really is! Even HK seem to be coming around. Thank you for being the conduit for change.””