Mobile banking app redesign for Bank AlJazira
Comprehensive redesign of Aljazira Bank’s mobile app delivered a modern, intuitive user experience, significantly faster…
Optimization of post-sale processes in the bank’s mobile app
OUTCOMES
What did the bank gain from the UX analysis?
Clearer processes
The research identified the stages at which customers were losing direction or dropping off. The findings provided a basis for guiding customers more clearly through each next step.
Stronger self-service
The bank gained a foundation for further simplifying journeys in the mobile app so that customers could complete more tasks without involving an advisor or the call center.
Support for growth
The project resulted in structured research findings, UX recommendations, and change concepts prepared in line with the bank’s architecture and design standards.
PROJECT
Why did the bank decide to simplify post-sale processes in its app?
One of the largest commercial banks in Poland was enhancing post-sale processes in its mobile app for retail customers. The goal of the project was to identify elements that needed simplification – areas where customers were experiencing difficulties, as well as changes that could be implemented within the bank’s existing architecture and standards.
We delivered the project in collaboration with the internal team responsible for app development. Our role was to analyze selected processes from the user’s perspective, identify pain points, and prepare recommendations ready for implementation.
PROJECT TIME
4 months
INDUSTRY
Banking
COUNTRY
Poland
SERVICES AND SOLUTIONS
The client
Who have we helped?
The client was a large commercial bank operating in the Polish market, focused on expanding digital services and strengthening the role of its mobile app in everyday customer service.
REQUIREMENTS
Business Challenges
- Limited process clarity
Some post-sale processes required simplification. Customers did not always have a clear understanding of the next steps or the status of their request. - High cognitive effort for the customer
In some areas, the app required users to stay highly attentive and well oriented within the process. This increased the risk of errors, drop-off, or switching to another service channel. - Architectural and design constraints
The proposed changes had to take into account the existing system architecture, the bank’s design standards, and the way the internal development team worked.
ACTIONS
How were the post-sale journeys analysed?
Selected post-sale journeys in the mobile app were analyzed to identify points where the process lost flow or became less intuitive for users.
SOLUTION
Scope of work
The project included analysis, research, and recommendations for selected post-sale processes in the bank’s mobile app.
The scope of work included:
- a usability audit of selected processes,
- qualitative research, including task-based testing and user needs analysis,
- benchmarking of market solutions,
- improvement recommendations,
- UX/UI concepts aligned with the bank’s design system.
The outcome was a set of change concepts aimed at simplifying selected journeys, improving communication throughout the process, and aligning the interface more closely with the needs of customers using the mobile channel.
-
-
Redesign of the online insurance purchase process
Europa Ubezpieczenia was facing poorly structured purchase process that prolonged customer decision-making. The redesigned platform… -
UX/UI Redesign of a Digital Platform
Comprehensively enhanced the functionality of the CMP platform by mapping and designing core processes, refining…
FAQ
What customers ask most often?
In this project, research identified the stages at which customers were losing direction or dropping off. Two causes stood out: post-sale processes that did not make the next step or the status of a request clear, and areas where the app demanded high attention and orientation from the user. Where the process explains itself, fewer requests end up with an advisor or the call centre.