Leading Multinational Bank (confidential)
An independent UX review for a top-10 global bank's internet banking app.
Turning a functional app into one that feels worthy of a top-10 global bank.
One of the world's largest banks asked us to conduct an independent UX review of their internet banking app. The app had usability problems across the board: no onboarding, inconsistent navigation, overly complex workflows, and a design that didn't match their updated brand. We reviewed every key area, prioritised the findings, and delivered two concept designs showing what better looks like.
A roadmap of prioritised UX recommendations
Every key area of the app reviewed separately, so findings were specific and actionable
Two new concept designs, giving the internal team something concrete to align around
It would have been easy to hand back a list of generic UX problems. We broke the app into five areas and reviewed each one separately, so the internal team could then act on the findings.Russell Isabelle
The Challenge
This bank is consistently in the top 10 global investment banks and operates in over 40 countries. For confidentiality reasons, we can't name them here.
Their internet banking app had accumulated problems. New users had no onboarding to guide them through the platform. Navigation changed between screens, forcing users to relearn the layout. Registration and payment flows were unnecessarily complex. And the visual design had drifted from the bank's updated brand guidelines, with accessibility gaps against WCAG 2.1.
The app was functional. But for a bank of this stature, functional isn't enough. It needed to feel premium, consistent, and effortless.
Our Approach
We conducted an independent UX review, breaking the app down into its key areas: registration and login, landing screens, account screens, moving money, and messages. Each was reviewed separately, so findings were specific and actionable.
Several issues came up repeatedly. Onboarding was missing entirely. Navigation was inconsistent, meaning users had to learn a new layout on every screen. Key workflows like registration and payments had too many steps, creating friction and driving up error rates. And the visual design didn't reflect the premium brand the bank was aiming for.
We used a MoSCoW framework to prioritise every recommendation. Quick wins that could be implemented immediately were separated from longer-term improvements requiring deeper design work.
The Outcome
We delivered a roadmap of prioritised UX recommendations, clearly split between quick wins and longer-term focus areas.
Alongside the roadmap, we produced two new concept designs. These visualised how the bank could improve brand coherence and accessibility compliance across all digital channels, giving the internal team something concrete to align around.
The result was a clear, evidence-based path from where the app was to where the bank needed it to be.
