Mobile Banking Platform Redesign for Broader Audience

Users: Core user- Military personnel Target users- Current client and potential new market segments of a civilian and younger demographic

Problem: The bank needed to expand its customer base beyond military personnel without alienating its core users, while modernizing both the product experience and brand perception.

Product lens: This project influenced the roadmap by transforming the general look and feel and capabilities of the bank's mobile banking platform to attract potential users that extend beyond their niche army personnel client, by implementing a design that feels fresh and functionalities that bring value to any everyday banking client.

The bank had a strong, loyal customer base within the military sector but faced limitations in growth due to narrow market perception. Younger users and the general public perceived the institution as “not for them,” which restricted adoption.

• Offer features comparable to leading banks locally and globally

• Deliver a modern, intuitive mobile experience aligned with current user expectations

• Regulatory and security requirements inherent to banking products

Key Trade-off: We aimed to modernize and simplify the experience while avoiding changes that could disrupt familiar workflows for long-time users.

Design was approached through a mobile first strategy and was then adapted to other screen resolutions.

Although user research was conducted by a dedicated research team, UX design was tightly integrated with research insights.

These inputs informed decisions throughout wire-framing, flow definition, and prototyping.

Insights from user reasearch where used in the ideation phase of user flow designing and where then polished with the final UI look and feel.

To define features that could attract a broader audience, we conducted extensive benchmarking across:

This benchmarking phase gave the team creative and strategic freedom to propose features that aligned with:

The design process consisted in sketching low fidelity first by hand and then wire-framing the screens digitally based on key functionality and layout findings discovered during benchmarking.

A fresh visual direction was required to support the repositioning of the bank. The UI team leaders proposed a neumorphism inspired design language, which became the foundation for the new look and feel.

• UX, UI, and research worked in parallel, with frequent alignment to ensure consistency across design decisions.

The project was executed in Agile sprints, with a strong emphasis on collaboration and transparency.

• Sprint retrospectives to identify improvements and apply learnings continuously

This high level of integration enabled fast iteration and smoother handoffs across teams.

Working in such a connected and collaborative environment proved critical to the project’s success. The constant exchange between UX, UI, research, and business ensured that design decisions were informed, aligned, and adaptable.

For other redesign projects, leveraging a design system with the fundamental building blocks is key for more efficient and agile work process. Having this from the start instead of only relying on a UI Kit allows for a faster and more cohesive design of all the screens that make up the user flows, since a UI Kit limited us when it came to making global changes and impacted in the time it took us to implement them throughout all screens.