August 13, 2024
Year
2024
Platform
Android
Category
Banking
Duration
4 Weeks
Context
Background
The SBI YONO app is one of the most popular banking apps in India, but its current design posed challenges in terms of navigation and ease of use. Users struggled to find essential features such as transaction details and account balances. The redesign aimed to simplify the user interface and ensure that users can quickly access the information they need.
Industry
Finance, Banking
Problem Statement
Define
The app's interface was outdated and complex, making it difficult for users to find key features. The problem was compounded by cluttered navigation, which prevented users from easily accessing transaction and account details.
Key Challenges
Simplifying the navigation structure to help users find what they need quickly and easily.
Designing a modern and minimalist UI that feels fresh and easy to use for all age groups.
Ensuring the most commonly used features, like transaction details and account balance, are front and center.
Project Goals
Primary Goal
Redesign the app to simplify navigation and improve access to core banking features.
Ensure that users can quickly find key information like transaction details and account balances.
Create a modern and visually appealing interface that caters to all users, with special consideration for older users.
Success Metrics
Improved user satisfaction through faster task completion.
Reduction in user complaints about navigation and difficulty finding features.
Positive feedback from older users regarding accessibility and ease of use.
Research
and Discovery
Research Goal
What do i need to learn or validate?
I need to identify common UX/UI patterns, pain points, and user complaints in leading Indian banking apps like HDFC Mobile Banking, ICICI iMobile Pay, Kotak 811, Axis Mobile, and Paytm Payments Bank.
I aim to understand user expectations and satisfaction drivers for banking apps to guide SBI YONO’s redesign.
I want to validate opportunities for improving usability, accessibility, and overall satisfaction in SBI YONO.
Why does this matter for the user?
For the business, enhancing SBI YONO’s UX can boost customer satisfaction, reduce churn, and increase engagement with digital banking services.
For users, a well-designed app reduces friction in managing finances, making banking more efficient and accessible.
Research Methods
What methods or sources are i using?
I analyzed user reviews from app stores (Google Play).
I reviewed UX case studies and articles on Medium and design blogs.
I consulted industry reports, such as those from Forrester, on mobile banking UX.
I examined accessibility compliance reports for Indian banking apps.
Why did i choose them?
User reviews offer direct insights into pain points and popular features.
Case studies and articles provide detailed breakdowns of UX patterns and redesign ideas.
Industry reports give a benchmark for UX quality and accessibility standards.
Key Insights from Articles & Online Research
What patterns or trends am I seeing across sources?
Many apps lack advanced features such as personalization and financial tools.
Technical instability, like crashes and slow performance, is a recurring problem.
Complex interfaces and poor navigation are widespread issues.
How are users thinking, behaving, or reacting?
Users value clean navigation and personalized dashboards.
They feel frustrated with multi-step transaction processes.
Technical glitches raise concerns about security and trust.
Evaluating Leading Indian Banking Apps to Identify UX Strengths & Gaps
HDFC Bank Mobile Banking
Strengths
Robust Security: Strong biometric authentication and fraud detection. Quick Access Shortcuts: Easy navigation with well-structured categories.
Weaknesses
Complex Onboarding: Lengthy registration process for new users. Limited UPI Support: Separate app (PayZapp) required for full UPI features.
ICICI iMobile Pay
Strengths
One-Stop Payment Solution: Integrates UPI, bill payments, and banking. AI Chatbot Support: "iPal" chatbot helps with transactions and queries.
Weaknesses
Too Many Features at Once: Overloaded home screen can confuse new users. Slower Customer Support: Response time for issue resolution is high.
Axis Mobile
Strengths
Modern UI/UX: Clean interface with smooth transitions and animations. Card Control Features: Block/unblock cards instantly for better security
Weaknesses
Limited Customization: Users cannot rearrange key features on the home screen. Frequent Login Issues: Biometric login sometimes fails, requiring manual entry.
Kotak 811
Strengths
Seamless Digital Account Opening: Fully online KYC for a quick setup. Minimalist UI: Simple and easy-to-use navigation.
Weaknesses
Basic Feature Set: Lacks advanced banking options like mutual fund management. Frequent Downtime: App sometimes becomes unresponsive, especially during peak hours.
learning
What can we learn or avoid based on their UX?
I need to avoid overwhelming users with ads or unnecessary features.
I should prioritize intuitive navigation and personalization in SBI YONO.
User Pain Points
What problems do users face, based on all research?
Difficulty navigating complex interfaces.
Frustration from app crashes and slow performance.
Lack of accessibility features for users with disabilities.
Excessive steps required to complete transactions.
Which of these pain points should i focus on next?
Simplifying navigation and transaction workflows.
Improving app stability and performance.
Enhancing accessibility compliance.
Target Audience
WORKING PROFESSIONALS: Individuals managing salaries, bills, and investments, seeking a seamless and secure digital banking experience.
TECH-SAVVY USERS & YOUNG ADULTS: Digital-first users prioritizing speed, modern UI, and rewards, with a focus on UPI payments and credit access.
SENIOR CITIZENS & TRADITIONAL BANK CUSTOMERS: Long-time SBI users needing simplified navigation, larger fonts, and secure banking for pensions and savings.
SMALL BUSINESS OWNERS & MERCHANTS: Entrepreneurs handling daily transactions, requiring fast UPI payments, loan access, and expense tracking.
user insights
& profiles
Final designs
Home Screen
ACCOUNT SCREEN
PAY SCREEN
OFFERS SCREEN
EXPLORE SCREEN
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