UI/UX Case Study : Revamp BNI Mobile Banking Based On Google Review and User’s Problem
Ease of transaction is the main requirement for banking sector businesses to maintain customer loyalty. There are many ways that can be done so that customers remain loyal to using the services of a banking business.
In this digital era, one way is to launch a mobile banking application such as BNI Mobile to make it easier for users to make all kinds of transactions anytime and anywhere, more easily and quickly than conventional methods.
BNI Mobile continues to make updates to improve service quality, security and user convenience in making transactions.
However, even though there have been many updates, it turns out that there are still a number of problems that become obstacles for users and have the potential to affect customer loyalty.
This is a serious problem considering that many similar applications owned by competitors have a better appearance and spoil the user so that small things like appearance and flow that are less user friendly can reduce customer satisfaction and have an impact on the future continuity of the company.
What Can I Do?
To find solutions and present products that suit user needs, as a BNI customer who is also a UI/UX designer, I conducted interviews with 5 BNI Mobile user respondents aged 25–35 years with the following questions :
I also analyzed the appearance of the latest version of the BNI Mobile application with the following results:
Based on the analysis from designer POV’s, the problem hypothesis is found in the form of :
This hypothesis is supported by the many recent reviews in 2023 on the Google Playstore regarding user complaints about the latest BNI Mobile application update.
You can try the prototype here : https://shorturl.at/jlrA4
This prototype may undergo some changes because it is still in progress. But you still can try.
Do Next.
I am interested in doing A.B Testing to find out the effectiveness of time in task and user satisfaction by comparing my design with the current BNI Mobile design. Maybe later I will share in the next article along with the results and the conclusion.
So far, what I have learned from this research is:
Empathy.
In order for the design to be made fit to user needs, it is important for a UI/UX designer to empathize with and understand the user’s problems and desires through interviews, research, and brainstorming.
Cognitive Bias.
In determining a design that fits user needs, a UI/UX designer needs to understand several principles of human psychology so that the designs created can make it easier for users to achieve their goals.
Small Thing, But Meaningful
Sometimes, all we need is a little change. Get a haircut, change wallpaper, or move furniture to keep your mind fresh. Simple, but can make a smile all day.
That’s what I’m trying to do. Make small changes with a fresher design so that users are more comfortable and loyal.
Low Effort, High Impact.
In executing a solution, it is important for the UI/UX Designer to choose the solution that is the easiest to work on but has the greatest potential impact for the user. Because in the professional world, often not much time is given, so it is necessary to determine which priorities are urgent to work on first.
Never Stop Learning. “Kaizen” Mentality
A UI/UX designer must be willing to learn and practice in order to have up-to-date insights and be able to provide the best solutions for users.
Thanks for reading my case study.
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