Revamping Retail Banking
2023 | Backbase | Amsterdam, the Netherlands
Researched for a new dashboard and optimized the information architecture to enhance user experience and address key client and leadership concerns.
Video
This video was shared with leadership and throughout the company to showcase Backbase’s new retail experience.
Please note: I also led separate projects focused on improving financial wellness and developing a family banking experience.
Team
As a UX research lead for this project, I collaborated closely with the principal and lead designers. I also worked with engineers, a product manager, and a UX writer.
Deliverables
Insight decks
Presentations with video highlight reels
Approach
Backbase provides solutions for over 150 global retail, business, and wealth banks, including NatWest, Raiffeisen, Standard Bank, and others. This project aimed to address key usability challenges, such as features being hidden behind a 'More' button, which led to client and user dissatisfaction.
We began by asking:
What do consumers expect to see when they first open their mobile banking app?
How do consumers perceive and organize content within the retail mobile banking app?
Process
Conducted both open and closed card sorts and tree tests to understand how users structured content, gathering both qualitative and quantitative insights.
Conducted iterative user testing sessions to validate and refine the designs through concept testing. Received ongoing client feedback.
Collaborated with lead and principal designers and had productive and ongoing conversations with engineers for implementation.
Replicated this research process for the web experience and collaborated with the Senior UX Researcher in Business to conduct similar tests, ensuring alignment between the Business and Retail products.
Impact
Successfully launched a new Retail app experience, receiving positive client feedback for its clean, intuitive structure.
Fostered enhanced cross-functional collaboration between Retail and Business departments, leading to smoother development and faster decision-making.
Initiated a new research repository project to centralize and organize all gathered insights, driving continuous improvement and alignment across teams.
This project not only transformed the retail banking experience but also set new standards for cross-team collaboration and user-centered design at Backbase. Looking forward, I aim to continue leading projects that fuse creativity with insights to drive impactful user experiences.
