Case Study

Mobile Banking App

Led three initiatives to modernize mobile banking: a native iOS + Android redesign, a multi-channel adoption campaign, and a cross-channel journey analysis to improve parity and transitions between branch and remote banking.

Lead Designer Native iOS & Android Financial UX Workflow + Specs Adoption Marketing Cross-Channel Strategy

Context- High-Trust Financial Platforms

This project addressed the challenge of designing clear, approachable experiences in regulated, high-trust environments. I focused on simplifying complex workflows through thoughtful information architecture, interaction design, and visual hierarchy. The result was a more cohesive system that supported user confidence while meeting technical and compliance constraints.

Design goal: reduce steps and cognitive load while increasing transaction confidence—so customers complete tasks quickly, correctly, and without needing support.

My role

I served as the lead designer and helped pioneer UX at the bank—owning end-to-end workflow redesign, spec-ready documentation, and high-fidelity execution across product and marketing touchpoints.

Ownership

Information architecture, workflows, UI patterns, prototypes, and implementation-ready specs.

Partners

Product, engineering, compliance/security, marketing, and branch stakeholders.

Constraints

  • Trust + compliance: make verification and consent explicit at commit points (review/confirm/error recovery).
  • Security patterns: login, second factor, and password recovery needed to be predictable and low-friction.
  • Platform parity: consistent behavior across native iOS and Android.
  • Channel transitions: customers move between branch, mobile, and support—handoffs needed continuity.

What I delivered

This work included three connected initiatives—each designed to improve day-to-day mobile banking while aligning product, marketing, and branch experiences.

Initiative 1: Native app redesign

I redesigned the mobile banking experience around task-based navigation, consistent UI patterns, and transaction transparency—balancing usability with security expectations by making key details easy to verify before committing.

  • Core journeys: account overview, navigation, bill pay, transfers, and account management.
  • Authentication & recovery: login, second-factor verification, forgot password, and error recovery states.
  • Money movement: Western Union transfers, peer-to-peer transfers, and internal/external transfers.
  • Customer control: settings, personal information management, and supporting account controls.
  • Spec-ready delivery: detailed journey flows, screen-level specifications, and prototypes for build clarity.

Result: Delivered a clearer, more scalable mobile foundation with streamlined workflows, consistent patterns, and detailed specifications that reduced ambiguity for implementation and supported future iteration.

Artifacts

Deliverables included high-fidelity UI, interactive prototypes, and workflow specifications to align partners and accelerate delivery.

Design specs: mobile workflows

I produced end-to-end flows and screen-level specifications to improve consistency, reduce implementation ambiguity, and support iteration based on real customer behavior.

Mobile banking specifications showing multiple screens and annotated interactions
Reusable screen and interaction specs to ensure consistent navigation across key journeys.
Mobile banking specifications showing detailed flow states and content rules
Flow states and content rules, including error handling and confirmations to increase confidence.
End-to-end journey mapping artifact for mobile banking
End-to-end journey mapping to align teams on steps, states, and handoffs.
Visual design specs and prototypes for mobile banking app
Visual design specs and prototypes to validate hierarchy, patterns, and readability.

Initiative 2: Adoption marketing

After launching new features, the bank needed to drive awareness and adoption across a large footprint where customers encountered the brand both in-person and digitally.

Mobile banking campaign visual showing the app on a phone
Campaign creative used across channels to communicate mobile banking value and reinforce adoption.
  • In-branch rollout: digital signage and print across 750+ branches in 17 states.
  • ATM surfaces: screen creative aligned with mobile messaging and feature education.
  • Email & web: campaigns and site assets to highlight capabilities and drive uptake.
  • Brochures: feature storytelling designed for quick scan and reassurance.

Result: Customers encountered a unified message across physical and digital channels, reinforcing awareness of new features and supporting adoption of mobile banking behaviors.

Initiative 3: Cross-channel journey analysis

Banking is rarely a single-channel experience. Customers move between branch visits, mobile self-service, and assisted support—yet gaps in parity and handoffs can create confusion and duplicated effort.

  • Journey mapping: documented transitions between branch, mobile, and support.
  • Parity analysis: identified mismatches where mobile did not support common in-branch outcomes.
  • Prioritization inputs: clarified high-value moments for mobile to reduce friction and improve continuity.

Result: Provided a clear view of where digital experiences needed better continuity with branch banking, helping teams prioritize parity improvements and reduce friction in channel transitions.

UX strategy diagram showing customer lifecycle and touchpoints
Ecosystem strategy map used to prioritize mobile investments and improve handoffs across channels.

Personas: designing for real banking behaviors

Personas grounded the work in real constraints—technology comfort levels, banking habits, and pain points—so workflows served both confident mobile users and customers who need extra reassurance.

Persona: Carl Philips, a Sterling Checking Customer
Persona 1: values simplicity and low-friction workflows for everyday banking tasks.
Persona: Sonya Garcia, a Second Chance Checking Customer
Persona 2: balancing time and financial stress—needs fast access to essentials and clear guidance.

Outcome

Across product redesign, adoption marketing, and cross-channel journey analysis, this work established a scalable mobile foundation, strengthened trust-first patterns, and improved continuity between in-branch and remote banking experiences.

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