Product Definition

The goal of EsayBank project is to create an intuitive, secure, and seamless digital experience that allows users to efficiently manage their financial needs with confidence and ease. By simplify complex banking processes to ensure users of all skill levels can complete tasks effortlessly.

Roles & Responsibilities

My Responsibilities as the UX designer, overseeing the entire user research process. I took a lead role in analyzing data, creating wireframes & Lo-fi & High-fidelity prototyping.

Team

Multideciplinary team with 6 members, including BA, QA, PMs

Tools

Figma
Illustrator

Timeline

2024

The Problem

Complex layouts with too many features on the homepage can confuse users, especially those unfamiliar with digital platforms.
Lack of real-time updates or delays in processing leaves users unsure if a payment went through.
Lack of Customization & Scalability
Personalization and Customization
Account and Profile Management
Security Concerns

The Goal

Simplify complex banking processes to ensure users of all skill levels can complete tasks effortlessly.
Provide intuitive navigation and clear workflows for activities like transfers, payments, and account management.
Enable quick access to frequently used features (e.g., account balance, recent transactions).
Build user trust with robust security features (e.g., multi-factor authentication, fraud alerts).

Market Research

Industry Context

Conducting market research on the UX of online banking apps is essential to understand current trends, customer needs, pain points, and opportunities for improvement.The online banking sector is experiencing significant growth globally, with notable expansions in Europe

Global Market Overview: The global online banking market was valued at approximately USD 4.4 billion in 2024. Projections indicate that this market is expected to reach USD 6.1 billion by 2033, reflecting a compound annual growth rate (CAGR) of around 3.6% over the forecast period. Source

User Research: Pain points

Online banking users may encounter various pain points and problems that impact their experience. Below is a list of common issues and challenges: Here are some of the user centered pain points listed below.

1. Security Concerns

  • Fear of Fraud and Scams: Users worry about phishing attacks, hacking, or unauthorized access.
  • Lack of Security Transparency: Users are often unsure how their data is protected.
  • Complicated Authentication: Multi-factor authentication (MFA) can be cumbersome or unreliable, especially with poor connectivity for OTPs.

2. Navigation Challenges

  • Complex Interfaces: Overcrowded dashboards or unclear navigation paths make it difficult to find key features.
  • Inconsistent Design: Discrepancies between desktop and mobile versions confuse users.
  • Search Functionality: Poorly designed search features make it hard to locate specific transactions or services.

3. Transaction-Related Issues

  • Processing Delays: Transactions that don’t process instantly lead to user frustration and uncertainty.
  • Insufficient Confirmation: Lack of clear feedback after a transaction (e.g., no confirmation message or email).
  • Transfer Limits: Restrictions on daily or per-transaction limits frustrate users who need to transfer large amounts.

4. Accessibility Issues

  • Lack of Inclusive Design: Limited support for screen readers or other accessibility tools.
  • Font Size and Contrast: Small text or low-contrast design affects readability for visually impaired users.

Empathy Map

Peter is an Software Developer, Who is looking for convenient online Bank service which he can simply analys his day to day expenses, transaction as well all around finance management app that provide ease of use and security , The image below illustrates what the Empathy Map looks like, providing insights of His experiences and needs.

Persona

This empathy map helps inform UX decisions, ensuring the app caters to users' real-world concerns and needs, base on Peter's experiences, frustrations, We aim to design a solutions and services that fullfill all user needs.

User journey map

Here is a detailed breakdown of user goals and frustrations when using a banking app, based on common user behaviors and expectations:

Ideate Process

As we all know in UX , The ideation phase of design thinking is guided by the user problems that were defined during the empathize phase. Ideation is about the exploration and identification of potential solutions.

User Workflow

Here’s a detailed UX Workflow for Mobile Banking, designed to guide the development of a user-friendly, efficient, and secure online banking experience:

Information Architecture

An Information Architecture (IA), Ensure intuitive navigation, accessibility, and seamless task completion for users. This architecture represent, balances functionality, usability, and security, providing users with a seamless banking experience.

Brainstorming

As We brainstormed about the technical feasibility by considering the user Workflow & information architecture , During the development process, we focus on identifying chanllenges on behalf of technical perperctive. with that we initiate the project to address any potential issues that may arise during the project implementation, As a UX Designer I was focuns on User workflow & IA hierarchy.

Low Fidelity Wireframes

As UX Designers, initiating visual representation of an application, we require strong foundation, We designed Low Fidelity Wireframes to outline the core content and visual elements, There interfaces maped with information architecture of EasyBank Application. This early-stage representation ensures a clear roadmap for developing user interfaces and organizing information effectively.