Improving User Retention on banking app with UX Research
Emilie Roussety
UX Researcher
UX Designer
Product Designer
Jira
Sketch
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Redesign of MCB Juice banking application which was outdated and freezing.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.
