The app is poor in usability, and multiple processes and layouts could be optimized to make it more user-friendly and enjoyable to use.

After using the app multiple times, I faced a lot of trouble navigating through it. I couldn't customize the app, the layout and UI were outdated, I couldn't look for specific banking data to make an accurate statement about my accounts and basically the experience in general wasn't good.

After exploring the app I set out to reimagine the ING app and improve the experience.

Current ING app

Goals

The app is poor in usability, and multiple processes and layouts could be optimized to make it more user-friendly and enjoyable to use.

Goals for the redesign:

1. Deliver personalized experience and intuitive user interface

2. Propose ways to help users manage their information in the way they need and want to

Personal Goals:

1. Take full ownership of the various roles involved in the design process such as User researcher, User experience Designer and UI Designer

2. Face my own design preconceptions to enhance my learning experience throughout this project

App Analysis

In order to understand the functionalities and navigation, I did and in-depth analysis of the app first

Through the design, I identified clear usability issues and pain points, which I listed in order to validate it with users.

App Analysis

Qualitative research

I empathized with users through users interviews

Users demographics:

ING Spain app has more than 1 million downloads in Play Store, with 49.4% females and 50.6% males and a 39% of the users' age ranged from 35-44 years old.

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Interview
Semi-structured

Participants (4 people)
2 males and 2 females
(30-55 years old)

Data and Analysis
Audio Recording,Transcriptions

Click to see the detailed interview plan

I conducted 4 interviews with daily active users of the app and frequent users of other bank's apps to understand what were their need and main pains when using banking apps

I conducted telephonic and in-person interviews.

Key insights from the interviews:

Users tend to use the apps to see balances and financial products, also to transfer money
Users usually have money in different banks, and they transfer their money between their own accounts
When users have problems with the app, they call to the bank in order to get things done
Some users state that balance graphics and expenses categorization aren’t clear enough generally
Users state that some banking tools from the apps were useless for them

The next step was to understand the existing users, so I went through the app's reviews

Users were very disappointed with the app, calling it obsolete, confusing and useless. Apart from the design itself, the app also has a lot of bugs and errors, making the user experience unpleasant and obstructed. The app is graded with 3.9 stars in the Google play marketplace.

Quantitative research

I searched for quantitative data on this field and found information about most commonly usage for banking apps in Statista

After analyzing this data I searched for other sources of information to understand the differences between the use of banking apps in the US and Spain to understand which pieces of information I could base my design on and which ones I couldn't.

Most common usage for banking apps in Spain:

1. Budgeting and tracking tools

2. Viewing account balances and statements

3. Transferring funds between accounts

4. Peer to peer payments

5. Mobile check deposit

Usability testing

After interviewing the users, I asked them to test the ING app. I ran the tests in person.

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Tasks I gave them during the testing:

Transfer money
Send a Bizum
Review your account balance
Check alerts
Lock your card
Download a bank statement

Pain points

After walking through and understanding the problem, I defined the following pain points

Pain point 1 - Confusing and cluttered UI

Multiple users expressed that the UI wasn't pleasant at all and was outdated, from the interactions and readability to the typography hierarchy or colors of some graphic elements, the UI made difficult to fulfill their goals on the app. Also, finding the required trigger or understanding the information was difficult for users due to the lack of icons and infographic elements. Furthermore, the app was full of ads which leaded to unfocus the attention.

"I couldn't find anything, years ago ING had a simple but effective website sorted by simple foldouts where you could find whatever you needed, but now it is impossible to find it on the app"

Pain point 2 - Poor access to specific information

Users felt a lack of control over their data, at the time of looking for movements or screening them the task was impossible, there were few screening options and also the charts where the information and movements were presented weren't really clear enough for users.

"One of the thing I consult the most are the charts and graphics about my movements but in the ING app I feel that they are not as useful as in other apps that I use"

Pain point 3 - Confusing navigation and inefficient processes

Multiple users clearly expressed that they had problems finding what they needed, from the home screen to the action they wanted to perform, were numerous of useless steps and confusing screens were placed. According to users, most of the features were hidden after buttons that didn't really have anything to do with the action itself, and most of the screens were just endless and messy lists of actions.

"When I wan't to do something out of my usual operations I usually I have to call the bank to get this done, becouse I cant find what I need"

User needs

Need 1 - Efficient ways to manage their information

Users stated to need full and easy access to their information, they wanted to have easy and clear ways to manage their money, control their expenses and be aware on how they use their money.

Need 2 - Customization

Users expressed that they wanted to have more customization options for the app to make it more efficient, for example shortcuts. They basically wanted to see their app sorted the way they need it.

Affinity Mapping

In order to sort out the information and the ideas I extracted from the research I did an Affinity Map which help me to clear my mind and order the information to look forward to the next step

Paper sketching

After going through the ING UI and some competitors' apps, I sketched as many screens as possible to pick the right layout

UX Suggestions and redesign

I analyzed and redesigned the most important screens of the app. I also changed the app flow.

1. Login Screens

2. Home Screen

3. Customization system

4. Balance Screen

5. Card Screen

6. Help Screen

7. Account Screen

8. Transfer Screen

Prototype

Try the prototype yourself and help me gather data to improve the design!

Learnings

I learned that with patience and analytic eye, anything can be improved, even a national banking app. I also learn the magic of app analysis and its benefits.

This gave me perspective over my own designs, helping me improve them and be more critic with the results.

I usually use the D.School iterative UX method.

The app is poor in usability, and multiple processes and layouts could be optimized to make it more user-friendly and enjoyable to use.

After exploring the app I set out to reimagine the ING app and improve the experience.

Current ING app

The app is poor in usability, and multiple processes and layouts could be optimized to make it more user-friendly and enjoyable to use.

Goals for the redesign:

1. Deliver personalized experience and intuitive user interface

2. Propose ways to help users manage their information in the way they need and want to

Personal Goals:

1. Take full ownership of the various roles involved in the design process such as User researcher, User experience Designer and UI Designer

2. Face my own design preconceptions to enhance my learning experience throughout this project

In order to understand the functionalities and navigation, I did and in-depth analysis of the app first

I empathized with users through users interviews

Users demographics:

ING Spain app has more than 1 million downloads in Play Store, with 49.4% females and 50.6% males and a 39% of the users' age ranged from 35-44 years old.

I conducted 4 interviews with daily active users of the app and frequent users of other bank's apps to understand what were their need and main pains when using banking apps

Key insights from the interviews:

The next step was to understand the existing users, so I went through the app's reviews

Users were very disappointed with the app, calling it obsolete, confusing and useless. Apart from the design itself, the app also has a lot of bugs and errors, making the user experience unpleasant and obstructed. The app is graded with 3.9 stars in the Google play marketplace.

I searched for quantitative data on this field and found information about most commonly usage for banking apps in Statista

Most common usage for banking apps in Spain:

1. Budgeting and tracking tools

2. Viewing account balances and statements

3. Transferring funds between accounts

4. Peer to peer payments

5. Mobile check deposit

After interviewing the users, I asked them to test the ING app. I ran the tests in person.

Tasks I gave them during the testing:

After walking through and understanding the problem, I defined the following pain points

Pain point 1 - Confusing and cluttered UI

Pain point 2 - Poor access to specific information

Users felt a lack of control over their data, at the time of looking for movements or screening them the task was impossible, there were few screening options and also the charts where the information and movements were presented weren't really clear enough for users.

Pain point 3 - Confusing navigation and inefficient processes

Need 1 - Efficient ways to manage their information

Users stated to need full and easy access to their information, they wanted to have easy and clear ways to manage their money, control their expenses and be aware on how they use their money.

Need 2 - Customization

Users expressed that they wanted to have more customization options for the app to make it more efficient, for example shortcuts. They basically wanted to see their app sorted the way they need it.

In order to sort out the information and the ideas I extracted from the research I did an Affinity Map which help me to clear my mind and order the information to look forward to the next step

After going through the ING UI and some competitors' apps, I sketched as many screens as possible to pick the right layout

I analyzed and redesigned the most important screens of the app. I also changed the app flow.

1. Login Screens

2. Home Screen

3. Customization system

4. Balance Screen

5. Card Screen

6. Help Screen

7. Account Screen

8. Transfer Screen

Try the prototype yourself and help me gather data to improve the design!

I learned that with patience and analytic eye, anything can be improved, even a national banking app. I also learn the magic of app analysis and its benefits.