Company
One of Canada’s leading financial institution
Project Overview
As Canadians rely on mobile banking apps rather than banking advisors to serve their continued needs, a new mobile banking app is needed to help Canadians manage their money in a world that’s rapidly changing their behaviour in the digital world.
Project Type
Work Project
Role
Interaction Designer
Skills Demonstrated
Generative AI, UX Strategy
Problems
If Canadians feel like their primary banking app from 2010 hasn’t changed, they will abandon it and switch to another that anticipates their needs and financial expectations for mobile banking.
Outcome
Working alongside a Content Designer, Visual Designer, and Design Researcher, my team led the vision work to reimagine how the dashboard would help clients with their daily banking needs. This vision for a mobile banking app’s dashboard will help clients be more aware of the activities in their accounts and provide opportunities to manage their money more independently.
Process
Conducting a knowledge harvest
For this project, my team and I had access to all types of data, including app reviews, stakeholder interviews, and data analytics. We reviewed all these data and research to be a resource to help us be aligned on clients’ current experiences and feelings about the dashboard of the mobile banking app.
From this preliminary research, we were able to plan a user interview study with defined objectives. These objectives will help us confirm Canadians’ pain points with the current mobile banking app and potential opportunities that will differentiate the company’s mobile banking experience from its competitors.
Takeaways from User Interviews on the current dashboard
Findings from user interviews
- Clients want real-time visibility of their bills and expenses so they can bank confidently and be reassured that there will be no surprises
- Clients count on their dashboard to provide quick access to everyday banking actions and communicate exactly what they need hassle free
- Regardless of financial state, participants appreciate having a professional’s personalized opinion on product recommendations, saving money, avoiding unnecessary fees, and investment advice
- Creating and maintaining healthy financial habits is crucial to achieving short & long-term goals
Design Solutions
Improved user journeys with search bar and personalized quick actions
To make it easier for clients banking with this company to navigate the apps, y team and I utilized a search bar and personalized quick actions as they are common pattern for navigation.
Using GenAI to highlight banking and credit card activity
To help clients be aware of upcoming transactions, the team plans to use an AI tool to review canadians finactial activity and predict upcoming expenses to help them be aware and manage their money
Opportunity to include passive learning and user engagement
Since social media apps is a common app that most Canadians daily use, adpting certain social media patterns to match clients behaviour will help them improve finanicial literacy and interest through stories and community polls.
Outcomes from Stakeholder Review
The Stakeholder Review was a pivotal moment in assessing the feasibility and direction of the redesigned mobile banking dashboard.
While stakeholders were impressed with the concept’s potential, critical feedback was shared regarding the current technological landscape. Product managers highlighted that, although the company’s tech stacks hold great promise, they do not yet possess the competency to accurately surface certain predictive financial information without the risk of inaccuracies. This limitation posed potential challenges in delivering a seamless and reliable user experience.
Next Steps
Based on the feedback from stakeholders, they advised scaling the project down to an MVP that would include foundational elements of the redesigned dashboard without full AI integration.
The goal was to create a scalable solution that could evolve over time as technology and the underlying AI infrastructure matured, ultimately realizing the complete vision in the future. This iterative approach would allow the company to adopt AI-driven features more confidently while ensuring the accuracy and reliability expected in financial products.
What I’ve Learned
This project provided an incredible learning experience that challenged me to expand my mindset and push beyond the limitations of current technological capabilities. As a Product Designer, I am accustomed to working within the bounds of what’s currently feasible, often focusing on immediate, implementable solutions. However, this vision forced me to think more ambitiously, imagining how the future of mobile banking could look when powered by AI.