Banq App
Due to NDA I can’t show the real name of app and screenshots here, but I can do it 1-on-1 describing some problems I had resolved.
Banq – is a fintech app designed for seamless digital banking. It allows users to store, send, and manage their money with a focus on security and accessibility. I was working in the payment solutions squad.
Banq Invest – is an investment feature within Banq. It enables users to trade stocks and cryptocurrencies with low fees, providing tools for smart portfolio management. The platform also offers a social investing community where users can share insights and strategies.
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Key Features
Banq, voted one of the hottest tech start-ups in 2021, is a digital banking platform transformed the financial services industry in Europe.
I worked on the redesign of Banq’s mobile banking app, overseeing the entire process from user research and problem identification to design and implementation. The new app, powered by a comprehensive design system, resulted in enhanced user engagement, increased transaction volume, and improved customer retention.
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Outcomes
Design System and Branding Enhancement
Banq introduced a comprehensive design system, including a consistent design library, UI guidelines, and an updated brand book. This ensured visual consistency and scalability, leading to improved usability and a seamless banking experience across all digital products. In the long term, this foundation supports stronger brand recognition and user trust in the competitive fintech market.
User Engagement and Feedback
Following the release, 88% of users who provided ratings included specific feedback about their experience with the app. The improved design and usability encouraged higher engagement, as users felt more inclined to share their thoughts on banking services, transaction experiences, and app functionality.
Functional Improvements
Key feature enhancements were implemented to streamline digital banking operations. The main dashboard was redesigned to provide better financial insights, new payment methods were introduced to increase flexibility, and automated savings and investment tools were integrated. These improvements contributed to an 11% increase in transaction volume and overall platform revenue.
Customer Support Optimization
By redesigning the Support page and integrating a smart knowledge base (FAQ system), we significantly reduced customer support inquiries by 30%.
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Defining the problem:
The previous version of Banq’s digital banking app had been evolving over the past three years with continuous feature additions. However, many of these features were introduced rapidly to drive monetization, leading to inconsistencies in design, accessibility, and scalability.
Several key issues were identified:
• Fragmented User Experience – The lack of a structured design system resulted in visual and functional inconsistencies across the app.
• Limited Accessibility – Some UI components did not meet modern accessibility standards, making the app less inclusive.
• Scalability Challenges – Without a unified design approach, expanding and maintaining the platform became increasingly difficult.
These challenges highlighted the need for a comprehensive redesign, focusing on consistency, usability, and long-term scalability to create a seamless and engaging user experience.
Steps Taken for a Successful Redesign
To ensure a successful transformation of Banq’s digital banking application, the following actions were implemented:
• Metrics and success criteria were clearly defined to measure the impact of the redesign, ensuring that improvements were data-driven.
• A backlog of necessary improvements and fixes was created to prevent existing issues from carrying over into the new design.
• Stakeholder objectives, including customer retention, activation rate, and churn reduction, were incorporated into the redesign strategy.
• Customer Journey Mapping and User Persona research were conducted to identify key pain points and opportunities for enhancing the banking experience with new features.
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Ideating and design:
It was decided to build Banq’s design system based on Material 3 guidelines for Android, ensuring a modern, scalable, and accessible UI framework. To minimize disruptions, an incremental update approach was adopted, allowing for easier maintenance, faster bug fixes, and a smoother transition for customers.
This stage included the following steps:
• Redesigning the most critical elements of the application, focusing on the transactions dashboard, payment processes, and fund transfers to enhance usability and reliability.
• Improving secondary screens, such as transaction history, account summaries, dispute resolution, subscription management, and customer support pages, to create a cohesive experience.
• Enhancing the feedback and rating flow to gather more specific insights from users, helping to refine future banking features and improve customer satisfaction.
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Implement, test and learn:
Usability Testing Before Implementation
Before launching the redesign, usability testing was conducted to ensure the new Banq digital banking experience met user needs effectively. While the methodology and detailed execution could be a separate case study, it is essential to highlight the key benefits this process brought to the project.
Through usability testing:
• Valuable feedback was collected from both existing users and potential new customers, allowing us to refine the application based on real user insights.
• The user experience was thoroughly evaluated, uncovering key pain points and helping us prioritize critical improvements before release.
• The redesign followed an iterative approach, with multiple rounds of testing and refinement leading to the final, optimized product.
• Accessibility checks were performed to ensure compliance with industry standards, improving usability for a wider audience.
This structured approach helped validate design decisions and ensure a seamless transition to the new interface.
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Summary:
The redesign of Banq’s digital banking application, powered by a comprehensive design system, led to significant improvements in user engagement, increased revenue, and enhanced customer support efficiency.
By adopting an iterative approach, the company successfully maintained a user-friendly and adaptable applicationwhile simultaneously addressing critical business metrics and integrating valuable user feedback. This process ensured that the platform remained scalable, accessible, and aligned with evolving user needs, ultimately strengthening Banq’s position in the fintech market.
