To tackle the challenge, I started with an internal user research – a survey of our colleagues who used the bank's apps. This revealed key insights into user demographics, preferences, and pain points. Age groups most likely to use the apps were 18-25 and 26-35. Users primarily accessed personal banking through mobile apps and business banking through the web app, with limited overlap. The most used features were balance checking (96%), bill payments (40%), and fund transfers (36%). However, a staggering 68% reported frustration with overly complex workflows, while 12% lacked clarity on crediting information.