Improving User Retention on banking app with UX Research
Responsibilities
Research & User testing
Error & edge case mapping
UX/UI end-to-end reviews
Rapid prototyping
Project Summary
Redesign of MCB Juice banking application which was outdated and freezing.
Results
84.7% Overall Customer Satisfaction
70.8% Customer Experience Index
+500k
Customers downloaded the app
The research
Based on the interview and survey with 90+ existing customers, we focus on 3 personas involved in creating of the application and their usage.
The roadmap
Our initial roadmap was supposed to take approximately one year.
We encountered a lot of unexpected situations which forced us to adapt the roadmap as we went through:
Unrealistic about the end goal
The app is so big and complex that we had split the features more.
Upgrade
Existing features have been deprioritized
The outcome
The team and I create worked on the revamp of the application. We was tasked to recreate the app, going to parity phase before introducing new features. We improve the experience of:
the onboarding,
12 mode of payments, and
the homepage.
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Posted May 29, 2024
MCB Juice was created in 2013, the app is obsolete, lagging and has been developed by an external provided. To have more control of what they want to implement.
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