Bank Respublika is one of the leading banks located in Azerbaijan. They always keep customer service and experience as their main priority and developing their systems to fit the needs of users. When I received the brief I was excited to work on this project, develop a new visual language and enhance the user experience for their mobile banking app. Bank Respublika operates more than 28 years in the banking and customer service field, and I believed it was a good opportunity to learn how they operate and learn from their experience, but also put my knowledge to enhance their UX and UI.
Our first goal was to understand the user and what he/she needs out of the banking app. Which aspects are necessary and which ones are just a waste of space and never get to be used. Priority was to find the main features that customers use frequently, enhance their experience and plan what useful we can bring. After understanding and enhancing UX, I wanted to focus on UI, because the current interface of the app was outdated and hard to use for first-time customers.
Conducted research, interviews and testings helped us to analyze commonly used features amongst the broad audience, how they used it and on that point, we started to experiment on how we can enhance it. One of the frequently used features was online service payments and what we found out is people don't only pay for their services but mostly pay for their parent's phone, wife's/husband's online services, etc. Each payment process took them around ~38 seconds to accomplish.
We implemented a template payment concept which helped users to create payment templates and automate them as they want. This feature enhanced overall payment experience and reduced process time for users by 80%.
In the wireframing stage, I started to incorporate all the data acquired from conducted research and tests, to create screen flows and understand the best ways to approach navigation. Access to the massive user database and behavior analytics helped to work with precise information and create best solution for the customers.
A minimalistic approach and fine-tuned user journey created the best outcome for this project. It was an interesting experience to work with massive data sets and create UX/UI for a larger and wider audience.