One of the leading commercial banks in Armenia, Converse Bank, was on its way to launching a mobile application to ease its customer's financial processing by offering an easy-to-use and simple app.
Consumer Research
UX Strategy
Digital Strategy
Content Strategy
User Experience Design
UI/UX Design
Visual Design
Interactive Style Guide
Design System
Prototyping
B2C
Mobile App
Banking was one of the biggest industries that felt the coronavirus outbreak's impact, and most banks offered new financial solutions. The world went online and digital. Thus, Converse bank had to be prepared to compete with challenger bank apps and accept a massive flow of online customers. By improving what exists and attracting new clients by offering a faster experience, adding new and unique services.
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In collaboration with the legal department, we eliminated all the unnecessary information and steps, identified several public data usages, and suggested an autofill to speed up onboarding. Compared with becoming a new customer at the bank (offline), which required a lot of paperwork, online registration is just a simple 4 steps:
This process was going to be used later for retail clients as well.
We started the user interviews by sending surveys to the bank clients list to receive feedback on their experience with the application, cross-check and validate whether the problems we detected in the current flow were a problem or not?
Based on the interviews, we managed to find out that:
After analyzing the collected insights, the prototype helped us identify and solve user pain points and visualize and optimize the user experience during the design process.
The application had an information overload and displayed too many services and transaction types, making the menu tough to perceive. We also identified that most users had difficulty navigating numerous pages and services. To solve this issue, we decided to eliminate the "menu" section and prioritize the services based on the usage rate, easing the user's decision-making process.
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In collaboration with the legal department, we eliminated all the unnecessary information and steps, identified several public data usages, and suggested an autofill to speed up onboarding. Compared with becoming a new customer at the bank (offline), which required a lot of paperwork, online registration is just a simple 4 steps:
This process was going to be used later for retail clients as well.
The existing application displayed two history sections: the ARCA (payment system and processing center) history and the bank history, which often confused the users. We combined these two sections resulting in one history data, which included all of the data from the ARCA and the bank history.
Converse Bank was offering several packages for loans and savings. The list was long and confusing. Thus we decided to combine all into a one-page solution, where a user could easily adjust:
Lack of home personalization was another issue mentioned by our users. Thus we suggested a more customizable homepage, where the users received a chance to:
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One stop for all! we combined "transfer by phone number, card number, account number, and passport number" pages. When making a transaction, the software automatically identifies once user adds in a card number or a card account number.
Saving money is one of the essential aspects of having a secure financial future, based on our research, we found that most customers were saving outside of the bank and through different methods.
A new service crafted based on researching other fintech products and focusing on our clients' main pain points, and it functioned like this:
After researching, we found out that there are two types of people who save money:
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