Start with the service relationship
Research changed the emphasis: preserve the personal connection rather than lead with a large menu of self-service features.
UX research · Product strategy · Mobile design
Private banking
What should a banking app do for clients who would rather speak to their banker?
- Contribution
- Product designer · Team of 3 designers
- Period
- Earlier design work
- Status
- Approved concept · Confidential client
Published banking illustration · Client design confidentialA banking app built around human contact.
The clients in this research valued direct, personal service. They wanted to contact their banker, explain what they needed, and have it handled. Pushing more tasks into self-service would add friction to that relationship.
My contribution
I worked on mobile-app strategy and concept design as part of a three-designer team. We explored alternatives, checked them against our personas, and refined the direction through interviews, testing, and redesign.
Simplify the structure
Organize the experience around two main areas: a banking overview and a dedicated personal-banker section.
Make requests easier to follow
Connect clients with their assigned banker and give them a place to track requests and find related documents.
Approved concept · Confidential client
The team reached an approved concept after iterative interviews, testing, and redesign. The project is confidential. The published concept video illustrates the approach and does not fully represent the actual client design.
The published concept.
This illustrative concept preserves the confidentiality of the client work. It does not fully represent the actual design.
The concept connects a banking overview with personal-banker contact, request tracking, and documents.