Reducing Barriers to Account Creation
2018
Client
AL5 Bank
Project Overview
Goal
The AL5 Bank Mobile App Redesign was all about making the app work better for its main users—farmers and agribusiness owners. The goal was to give the app a complete refresh, making it easier to use, more intuitive, and better suited to their specific financial needs.
Problem
The original AL5 Bank app didn’t quite hit the mark for its users, especially when it came to handling financial transactions and tracking information specific to the agro-industry. Because of this, a full redesign was needed to better meet their needs.
Research and Analysis
Desk Research
Using Firebase Analytics, reviews, and support data, we identified user behavior, key issues, and areas for improvement.
Usability Analysis
The analysis showed key issues in the user journey, like tricky navigation and a cluttered interface that made things harder than they should be.
Competitor Analysis
Looking at competitor apps showed us what works well in the financial sector, helping us set design benchmarks for the redesign.
Key Findings
Design Process
The redesign focused on addressing the identified technical and usability issues through targeted design and content strategy adjustments.
01
Ideation
The project’s direction was informed by heuristic adjustments rather than broad ideation, focusing on resolving the identified issues.
02
Prototyping
We used Figma to build high-fidelity prototypes, leveraging an existing design library to speed up the process and focus on solutions.
03
User Testing
Moderated testing with 10 participants revealed misunderstandings caused by financial jargon and complex terms, impacting user comprehension during the sign-up process.
04
Iteration
Significant changes were implemented, including simplifying the app’s copy to remove jargon, eliminating unnecessary fields, and introducing explanation screens for complex actions.
Outcome and Impact
Client Reception
Initially skeptical about the necessity of a UX designer, AL5 Bank was convinced of the value brought by a user-centered design approach after seeing the redesign’s results, leading to the permanent inclusion of a UX designer in the development team.
User Experience Improvements
Post-launch, there was a dramatic decrease in Customer Support tickets related to the onboarding process, indicating a significant enhancement in the user experience and operational efficiency for AL5 Bank.
Some numbers
48
Reduction in customer support calls
49
Success rate increase on sign up
0
Days to open a bank account
