Overview

What is this project about?

This project focused on improving the experience of downloading account movements in a mobile banking application. Users faced difficulties when trying to export their transaction history due to unclear options, lack of customization, and confusing navigation.

Bussines Goal

The main objective was to redesign the download feature to make it intuitive, customizable, and reliable, reducing user frustration and minimizing support requests.

Outcome

• Simplified download process with clear steps
• Added customization options (date range, format selection)
• Improved visibility of download status and confirmation
• Increased user confidence and reduced errors

Tools

Figma, Mural, Qualtrics

Duration

3 months

My Roles

UX Designer / User Researcher

Project Details

The redesign aimed to create a frictionless experience for users downloading their account movements. The previous flow lacked clarity and flexibility, leading to frequent mistakes and increased call center inquiries.

• Defined a clear download flow with progressive disclosure
• Introduced format options (PDF, Excel) and date range filters
• Implemented a validator to check input accuracy (date range, format) before processing the download
• Added confirmation screens and error handling for failed downloads
• Improved terminology and visual hierarchy for better comprehension

Deliverables

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

Pain Points of Interest

• Users could not easily find the download option
• Difficulty identifying automatic debits and transfers
• No feedback on download status (success or failure)
• Overloaded screens with unnecessary details
• Confusing terminology and unclear navigation

Impact (Results)

• ⬇️ Time to complete download: -50%
• ⬆️ Success rate of downloads: +40%
• ⬇️ Call center inquiries related to downloads: ~25%