Mobile Banking Redesign

Context

The old transfer flow took seven steps across four screens, and nearly four in ten users abandoned it midway. “Transfer failed but the money left my account” was a persistent top support topic: risk checks ran after submission, so users had no way to know beforehand.

What I did

• Ran 18 user interviews and 5 rounds of usability testing to isolate the three drop-off hot spots: payee selection, amount confirmation, risk interception
• Moved risk validation upstream to the amount field, showing transferable limits and the reason for any restriction in real time
• Rebuilt the flow as select payee → enter amount → confirm, pinning frequent payees and reusing past amounts
• Reorganised statements by spending category with monthly trends and unusual-spend flags
• Defined motion specs with engineering, keeping every transition under 240ms to avoid perceived lag

Outcome

Four weeks into the staged rollout, transfer completion went from 61% to 89%, mid-flow abandonment dropped 27 points, and related support tickets fell roughly 40%. The pattern was later rolled out to the bank’s business banking app.