BACKGROUND
The Fidelity Bank has an outdated mobile banking app with a clunky interface and limited features. The app had low customer satisfaction ratings and the bank was losing market share to competitors with more modern apps. The bank recognized the need to revamp the app to improve user experience and stay competitive.
PROBLEM STATEMENT
The problem the Fidelidy Bank app faced was that its mobile banking app was not meeting the needs of its customers. The app had a poor design that made it difficult to use, and it lacked features that were common in other banking apps. This led to low customer satisfaction and decreased usage of the app.
PROJECT GOALS
1
Improve the app's design to make it more intuitive and user-friendly
2
Add new features that meet the needs of core customers
3
Increase customer satisfaction and usage of the app
DESIGN THINKING FRAMEWORK
RESEARCH METHODS
Customer Journey
Persona
Customer Interviews
Brainstorming
CUSTOMERS NEEDS
Ease of Use
Customers wanted an app that was simple to navigate and use, with clear buttons and flows.
Convenience
Customers wanted the app to have features that made banking tasks more convenient, such as mobile check deposit and bill pay.
Personal finance management
Customers wanted tools to help them manage their finances, such as budgeting and spending tracking.
The project faced several challenges, including:
Complex regulations: The banking industry is heavily regulated, which made it challenging to add certain features and ensure compliance.
User adoption: I was concerned about how users would react to the new app and whether they would be able to adapt to the changes.
