Overview

What is this project about?

This project focused on improving the clarity and trustworthiness of transaction details in a mobile banking application. Users struggled to understand their account movements due to unclear descriptions and inconsistent terminology, which led to confusion and increased call center inquiries.

Bussines Goal

The main objective was to redesign the transaction experience to reduce user uncertainty, improve comprehension, and decrease support requests, while maintaining compliance with legal and security requirements.

Outcome

• Enhanced clarity and hierarchy in transaction details
• Reduced cognitive load on the main screen
• Improved navigation and filtering options
• Increased user confidence in digital banking

Tools

Figma, Mural, Qualtrics

Duration

3 months

My Roles

UX Designer / User Researcher

Project Details

The MVP aimed to standardize transaction anatomy and improve usability for mobile banking users. The redesign included creating a clear structure for transaction cards, implementing intuitive filters, and simplifying terminology to reduce confusion.

• Defined a standard transaction anatomy (What, Who, Where, Why, Category)
• Reduced visual overload by prioritizing essential data (amount, type, merchant, time)
• Introduced flexible search and filtering options (by name, date range, category)
• Improved navigation and terminology for better comprehension

Deliverables

• [ ] Problem statement / Job to be done
• [ ] Product Discovery / User Research
• [ ] Usability testing
• [ ] Quantitative and qualitative surveys
• [ ] WireFrames / Mock-ups

Pain Points of Interest

• Users confused “Account Statement” with “Account Movements”
• Difficulty identifying automatic debits and transfers
• Lack of intuitive filters for searching transactions
• Overloaded screens with unnecessary details
• Inconsistent terminology causing uncertainty

Key Findings

• Users confused “Account Statement” with “Account Movements”

Improved visual clarity & reduced cognitive load Clear, hierarchical transaction information helped users identify movements faster by showing only essential data. Conclusion: An enriched transaction layout (Card + detail) improves readability and trust.

• Need for intuitive filters & flexible search

Current filters caused confusion when searching by name, date range, or transaction type.

Conclusion: More flexible filters (recipient, categories, date options) are required.

• Terminology & navigation confusion

Users confused Account Statement with Account Transactions and struggled to find key information. Conclusion: Simplify terminology and improve information architecture for smoother navigation.