Project Overview
Keystone Bank is a full-service commercial bank currently owned by Sigma Golf River Bank Consortium after being acquired from the Asset Management Corporation of Nigeria (AMCON) in 2017. It was granted a banking license on August 5, 2011, by the Central Bank of Nigeria (CBN). The Bank has met and exceeded all capital adequacy requirements of the CBN and assumed the deposit liabilities, certain other liabilities and assets of former Bank PHB Plc.
About Kesytone Bank
Highlights
MY ROLE
Product Designer
TOOLS
Figma
INDUSTRY
Banking & Finance
Redesign of the banking app with the core objective of improving process efficiency in the banking system, to solve the problems about users complaints, to make onboarding easier and registration flow for new and existing users by simplifying the necessary steps needed.
Background
Problem Statement
I started by taking the first step, from doing research about the Keystone banking app and gathering information about the user experience and their reviews with the help of Google play store and App store. Then I sorted the gathered information and identified the problems. It also helped me in understanding the user perspective of what exactly they wanted. Below are a few problems that I faced when I did some analysis of my own:
User Experience: The app ought to be useful, desirable, usable, and the design elements are meant to evoke emotion and appreciation.
User Interface: The first and the most important thing about an application is the look and feel. the updated app has a bad interface
Lack of user engagement/navigation: The user engagement of the application is based on the look, the offers, and the schemes provided to them. The application is lagging in that compared to the competitors.
Style Guide
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Design Process
Competitive Analysis
I identified major competitors and looked at application that are currently in use in the banking sector. I analysed their user interface, user experience, information architecture and user flow for the applications. I research their products, sales, and marketing strategies.
User Persona
These personas are made based on user research. User personas support user-centered design throughout the lifecycle of the project by making characteristics of key user segments more salient.
Getting Started
For more insights, I used the LEMERS UX evaluation method. This method describes the ideas of UX design using the “LEMERS” acronym.
Learnability → Are there too many features?
Efficiency → How quickly can one perform tasks? Are there anyspecial shortcuts?
Memorability → How easy can one reestablish proficiency after time away? Would users be able to use the app after a while?
Errors → How often are errors made and how are they handled?
Satisfaction → How pleasant is it to use the design? Is the visual design appealing?
My Goals
Improve usability and make the app more user-friendly and intuitive for users.
Create and validate design solutions.
Improve users’ trust for Keystone Bank.
Discover more about banking generally.
Communicate my design process.
Measuring Goals
Here are the metrics I’d measure in order to understand if the design solutions I implemented were successful. My focus would be on using UX goals to drive analytics measurement plans, rather than tracking superficial metrics. I would look out for the following:
Number of users using the new keymobile app.
Complaints and feedbacks tied to quick save that is being sent to support.
Customer reviews on the apple appstore and google playstore.
Constraints
Here are some common issues encountered while designing the new keystone mobile app
Bureaucracy and Decision-Making Process: Big banks often have intricate organisational structures and decision-making processes. This can lead to slow approval cycles and difficulty in getting design decisions implemented promptly.
Legacy Systems: Many big banks rely on older technology systems, which can be challenging to integrate with modern design principles and user experiences.
Regulatory Compliance: Banks are heavily regulated institutions, and design decisions must align with various regulatory requirements. This led to constraints on design choices and a need for thorough documentation and justification of design decisions.
Security Concerns: Banks deal with sensitive financial data, so security is of utmost importance. I had to ensure that user interfaces don't inadvertently compromise security.
Conservative Culture: The conservative nature of many big banks might lead to resistance toward adopting new design trends or innovative user experiences. Convincing stakeholders to embrace user-centered design principles and modern aesthetics was challenging.
Fragmented User Base: Big banks serve a wide range of customers with varying levels of tech-savviness and preferences. I had to create interfaces that cater to both digital natives and those who are less comfortable with technology.
Data Privacy and Consent: Collecting and utilising customer data for personalisation and improved user experiences must be done in compliance with data privacy regulations. I had to balance personalisation with user consent and privacy concerns.
Cross-Channel Consistency: Big banks often offer services across multiple channels such as mobile apps, websites, ATMs, and physical branches. Ensuring a consistent user experience across these channels was a bit of a challenge.
Scale and Complexity: Big banks have extensive product and service offerings, which made it challenging to create a cohesive and intuitive user experience that addresses all user needs without overwhelming them.
Innovation vs. Risk: Balancing the need for innovation with the potential risks associated with new design approaches or technologies can be a delicate challenge, especially in a risk-averse banking environment.
To address these issues, I prioritise collaboration with stakeholders, conduct thorough user research, engage in iterative design and testing, and was prepared to navigate the unique constraints and considerations of the banking industry.
Final Design
Below are the UI designs I came up with based on the iterations I did on the result of the research conducted.
Onboarding
Dashboard
Other Screens
VIEW LIVE
Old Design
This is what the old experience look like in the following number. Not all the screens are captured
Conclusion
The purpose of this project was to create a more intuitive experience that would help improve the experience of users. During the user research I was able to learn more about user pain points, habits and behaviours. I also didn’t allow my personal assumptions influence my design as I made sure my design was entirely based off my research. This allowed me to craft a user experienced tailored for the people I designed for. It was an enjoyable end-to-end experience with interesting insights into how users create better navigation in the app. Designing this app was a challenging journey, most especially with the bureaucracy and decision-making Process and prototyping