Santander's Connect App MVP for SME Transaction Approvals

Role: UX Designer

Duration: 2 months

Team: Collaborated with 1 x Product Owner, 1 x Business Analyst, 1 x Project Manager, 2 x React Developers, 3 x Test Analysts

Santander Connect faced challenges with its user interface which was perceived as outdated and non-intuitive, leading to a poor user experience and decreased transaction efficiency. The goal was to revitalize the platform to enhance user engagement, simplify transaction processes, and ensure high security and compliance standards.

Strategy: Facilitated a workshop with the product owner to understand the product vision, customer needs and business goals.

Research: Defined user stories for the target audience. SME (Small Medium Enterprise) customers are the target audience. Conduct competitor analysis to understand the market. The analysis revealed that all competitors offered seamless experience of customer onboarding in fewer steps.

Design: Proposed iterative releases based on initial requirements by the stakeholders and ideation workshops with the project team. 

Introduced a redesigned user interface that offers a cleaner, more modern look with streamlined navigation and transaction processes. Connect meets regulatory requirements by providing strong customer authentication in key customer journeys, including Login and Payments authorisation.

The redesign led to improved customer satisfaction, with a noticeable increase in transaction speed and efficiency. Feedback from users highlighted the platform’s enhanced usability and security, leading to higher user retention and reduced support calls.

The signed off designs were handed off to the developers. I also helped with designing the app store adaptive app icon and product images.

Santander Connect app has released on both Google Play and Apple store.