User Research
BTUP Bank App Enhancement
A major digital transformation and UX optimization of the BTUP mobile banking platform. The project aimed to transition a rigid, legacy financial interface into a secure, intuitive, and hyper-personalized wealth management and daily banking assistant. The overhaul focused on simplifying transaction flows, introducing sophisticated data visualization, and aligning the experience with modern security standards without sacrificing speed.
Industry :
Banking
Client :
BTUP Bank
Project Duration :
5 weeks
Year :
2025
1
Project Overview
Target Audience
Target Audience
Retail banking customers ranging from digital-native young professionals requiring swift transfers to high-net-worth individuals managing investments and long-term financial health.
Role
Role
User Research
My Responsibilities
My Responsibilities
The overhaul focused on simplifying transaction flows, introducing sophisticated data visualization, and aligning the experience with modern security standards without sacrificing speed.
2
Problem Statement :
The existing BTUP Bank application suffered from a fragmented architecture that separated core checking accounts, savings goals, and investment portfolios into isolated silos. High cognitive load during multi-step transactions, confusing navigation terminology, and a dated visual interface undermined user trust and resulted in a high volume of customer support queries regarding basic transfer statuses.
3
Possible Solution :
The existing BTUP Bank application suffered from a fragmented architecture that separated core checking accounts, savings goals, and investment portfolios into isolated silos. High cognitive load during multi-step transactions, confusing navigation terminology, and a dated visual interface undermined user trust and resulted in a high volume of customer support queries regarding basic transfer statuses.
4
Project Goal :
Enhance Executive Oversight
Provide senior management with a unified, real-time dashboard to instantly assess the RAG (Red, Amber, Green) status and financial health of the entire project portfolio.
Standardize Data Integrity
Establish a single Information Architecture (IA) and input method to ensure data consistency and reliability across the Upstream, Downstream, and Gas divisions.
Improve Operational Efficiency
Reduce the manual effort and time Project Managers spend on status reporting, allowing them to focus more on project execution.
Enable Proactive Risk Mitigation
Design a clear system for tracking and escalating high-priority risks and issues, enabling leaders to intervene before issues lead to significant project delays or budget overruns.
5
Challenge :
Rigid Regulatory & Compliance Frameworks: Designing innovative, frictionless UI patterns while adhering strictly to financial compliance, data privacy laws, and complex multi-factor authentication mandates.
Complex Data Visualization: Translating dense financial tables, historical transaction logs, and investment portfolio performances into elegant, interactive charts optimized for mobile screens.
System Consolidation: Mapping the clean new frontend interface to disparate, slow-responding legacy backend banking systems without creating noticeable loading bottlenecks for the user.
6
Visual Design :
7
Final Result :
Impact / Results: * Dropped the transaction abandonment rate by 34% through optimized, predictive input fields and a streamlined transfer flow.
Increased user engagement with financial tracking features by 52% due to the new scannable dashboard widgets.
Drastically reduced basic customer support inquiries related to transaction statuses by 45% within 90 days of launch.
Reflections / Next Steps: * Reflection: Navigating banking compliance taught us that introducing micro-interactions and proactive feedback (e.g., clear success states and instant error validation) is just as important for building user trust as the visual aesthetics.
Next Steps: Begin the discovery phase for introducing AI-driven predictive text for recurring payments and designing adaptive, accessibility-first interfaces for elderly demographic segments.
More Projects
User Research
BTUP Bank App Enhancement
A major digital transformation and UX optimization of the BTUP mobile banking platform. The project aimed to transition a rigid, legacy financial interface into a secure, intuitive, and hyper-personalized wealth management and daily banking assistant. The overhaul focused on simplifying transaction flows, introducing sophisticated data visualization, and aligning the experience with modern security standards without sacrificing speed.
Industry :
Banking
Client :
BTUP Bank
Project Duration :
5 weeks
Year :
2025
1
Project Overview
Target Audience
Target Audience
Retail banking customers ranging from digital-native young professionals requiring swift transfers to high-net-worth individuals managing investments and long-term financial health.
Role
Role
User Research
My Responsibilities
My Responsibilities
The overhaul focused on simplifying transaction flows, introducing sophisticated data visualization, and aligning the experience with modern security standards without sacrificing speed.
2
Problem Statement :
The existing BTUP Bank application suffered from a fragmented architecture that separated core checking accounts, savings goals, and investment portfolios into isolated silos. High cognitive load during multi-step transactions, confusing navigation terminology, and a dated visual interface undermined user trust and resulted in a high volume of customer support queries regarding basic transfer statuses.
3
Possible Solution :
The existing BTUP Bank application suffered from a fragmented architecture that separated core checking accounts, savings goals, and investment portfolios into isolated silos. High cognitive load during multi-step transactions, confusing navigation terminology, and a dated visual interface undermined user trust and resulted in a high volume of customer support queries regarding basic transfer statuses.
4
Project Goal :
Enhance Executive Oversight
Provide senior management with a unified, real-time dashboard to instantly assess the RAG (Red, Amber, Green) status and financial health of the entire project portfolio.
Standardize Data Integrity
Establish a single Information Architecture (IA) and input method to ensure data consistency and reliability across the Upstream, Downstream, and Gas divisions.
Improve Operational Efficiency
Reduce the manual effort and time Project Managers spend on status reporting, allowing them to focus more on project execution.
Enable Proactive Risk Mitigation
Design a clear system for tracking and escalating high-priority risks and issues, enabling leaders to intervene before issues lead to significant project delays or budget overruns.
5
Challenge :
Rigid Regulatory & Compliance Frameworks: Designing innovative, frictionless UI patterns while adhering strictly to financial compliance, data privacy laws, and complex multi-factor authentication mandates.
Complex Data Visualization: Translating dense financial tables, historical transaction logs, and investment portfolio performances into elegant, interactive charts optimized for mobile screens.
System Consolidation: Mapping the clean new frontend interface to disparate, slow-responding legacy backend banking systems without creating noticeable loading bottlenecks for the user.
6
Visual Design :
7
Final Result :
Impact / Results: * Dropped the transaction abandonment rate by 34% through optimized, predictive input fields and a streamlined transfer flow.
Increased user engagement with financial tracking features by 52% due to the new scannable dashboard widgets.
Drastically reduced basic customer support inquiries related to transaction statuses by 45% within 90 days of launch.
Reflections / Next Steps: * Reflection: Navigating banking compliance taught us that introducing micro-interactions and proactive feedback (e.g., clear success states and instant error validation) is just as important for building user trust as the visual aesthetics.
Next Steps: Begin the discovery phase for introducing AI-driven predictive text for recurring payments and designing adaptive, accessibility-first interfaces for elderly demographic segments.