YouApp & YouWeb are the online banking services of Banco BPM, the third largest banking group in Italy.

It is the first channel used by BPM users to make payments, investments and to monitor expenses.

Challenge

Due to the low UX maturity of the context, the main challenge was to underline the importance of the user-centered approach and to clearly communicate efforts, workflows and advantages to non-designers stakeholders.

Process

I’ve been tasked to analyse the experience on mobile and desktop online banking platform, in order to identify possibilities of improvement.

I carried out heuristic analysis, Guerrilla usability tests and A/B tests; I also daily monitored user feedbacks and data related to benchmark analysis.

I closely worked with contact center operators to deepen topics related to users’ issues, with a keen eye on usability pain points.

I then moved on designing flows, IA and UI of several features, such as touch ID access, prepaid card subscription flows, credit transfer feature, cookie policy settings, IBAN sharing feature and credit/debit card section.

I also created sets of icons, helped to create components for a new design system,  and wrote UX microcopy as well.

At the final stage, I created hi-fi prototypes to handover to Dev Team.

Outcome

It has been observed a sharp decrease of complaints to contact center, as well as a marked improvement in user satisfaction and rating.

Last but not least, It also been observed and increasing stakeholder confidence in experience design processes.

Interested in further discuss this project?

Drop me an email at hello@alessiobocchino.cloud