GOmobile
Organization
BNP Paribas Bank Poland
Date
04.2022 - 09.2022
Type
Mobile app for iOS and Android
Description
GOmobile is a banking app for the retail customers of BNP Paribas Bank in Poland.
Based on the data provided by App Store and Google Play, the app has now over 1 million downloads.
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As a UX/UI team member, I was assigned to work on GOmobile product exclusively and as a sole designer directly responsible for the app's development.
Product outcomes
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Met 2022 design goals for the GOmobile
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Introduced new features to nation-wide public
Selected features and my contribution
App's activation
Clinets' feedback has flagged certain UX problems during the app's activation process, which had a significant impact on conversion. These were copywriting, layout structure, elements hierarchy, and the UI in general.
Benchmarking
A detailed benchmarking on the popular banking apps has depicted the most advantageous practices and identified common patterns.
Wireframing
By following the Rubber Duck method, every part of the process has been redesigned and improved. Each step has been consulted within the whole UX/UI team and the Area Product Owner.
User interface
The idea was to make UI more user-friendly and to put more attention on guidance. Outdated elements were aligned to the latest design system patterns. A handoff for developers was a part of several squad's refinement meetings.
Customer Relation Management
From seeking additional ways for profit, BNP Paribas Sales and Marketing department (for Poland) has analyzed other banks' advertising methods and provided us with some ideas to decide, along with the Product Owner, whether or not they're worth implementing to our app.
Benchmarking
Given that users are hardly ever optimistic on receiving tons of new advertisements, provided ideas needed further investigation on usability. I have analyzed once more the other banks' solutions and related UX research. I have provided the Area Product Owner and developers with my insights, which later became the foundation for the following steps.
User interviews
The interviews were conducted on a group of 8 people, with support of:
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questionnaire
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prototype
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card sorting method
Participants were aged from 24 to 50, with different technology familiarity levels. The goal was to gather insights, and analyze users' reactions that occurred when exposed to the different forms of advertisement.
Wireframing
Proposed wireframes aimed to meet both: the bank's marketing targets and users' expectations.
A/B testing
Furthermore in order to minimize the risk, an A/B test was performed on the group of 20 users via e-mail.
Dark Mode
By the decision of the Product Owner, one of 2022's key improvements was the development of a Dark Mode. In collaboration with the developers, the UX/UI Team has decided to base it on the semantic color scheme, which turned out to be extremely efficient solution.
Currency Exchange Service
Until this feature was developed, the possibility of currency exchange in the app was very limited and tricky. Specifically, due to the given prices in the currency pairs. Firstly, the bank has decided to release GOdealer, a mobile app based on a web exchange tool. Then, to implement the basic flows in GOmobile.
Benchmarking
At time of the kick-off, the GOdealer UI was finished, so it became my starting point and another reference. The app turned out to be UX problematic and required several changes to be made. Good practices were recognized in other banking services, dedicated web tools, and apps.
Wireframing
There was much effort put into the simplicity of used language, tone of voice and design, so the feature could be very intuitive to not only power users but also new joiners. Included edge use cases were taken from the GOdealer app, which was the first one to identify them.
User interface
The design system library already provided a large portion of needed components such as cards, inputs, and icons, but some of the elements were tailored or developed for the exchange feature purpose.
Key actions of development
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Color mapping
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Icons and illustrations set preparation
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UI sequential validation
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Visuals selection and purchase