Revamping Providus Bank's Mobile Experience

Exploring a cohesive banking application

Providus Bank’s onboarding and mobile experience presented major usability challenges. Users were forced to start registration on the web to obtain a Customer ID before accessing mobile banking.

The mobile app lacked core usability features common in modern digital banking — such as balance privacy controls, clear account switching, or direct copy functionality for account details.

This project reimagined the entire experience to be mobile-first, intuitive, and competitive.

Onboarding was split between website and app, causing user drop-offs.

Poor mobile UX (e.g., “drag or drop” upload prompts).

I conducted sentiment analysis across multiple sources — over 800 Google Play reviews, 200 App Store reviews, and organic Twitter mentions — to identify recurring frustrations around usability, performance, and support.

To complement this, I went through the signup and KYC process myself, documenting each step with photos since screenshots aren’t allowed.

This helped me experience the friction points users faced directly, from form validation to feedback timing and overall navigation clarity.

Introduced consistent, branded screens that highlight the key benefits of the ProvidusPlus app to new users during installation