ICBC Homebanking

UX/UI redesign / Case Study

I redesigned ICBC's home banking, focusing on the transfers page. The outdated layout caused user frustration, so my redesign streamlined processes, improved navigation, and modernized the aesthetics for a smoother, more user-friendly experience.

UX research Website redesign Responsive design

Challenge

This redesign adressed the usability issues plaguing ICBC's homebanking system. I focused on the transfers page, which was outdated and frequently the source of customer complaints and frustration. This project aimed to improve the overall user experience, aligning with the bank's strategic goals to enhance customer satisfaction and maintain a competitive edge.

Product Goals

Elevate user interface intuitiveness, reducing task completion time by 35%.
Enhance transaction volume by simplifying the transfer process, aiming for a 8% increase in user transactions.
Improve self-service capabilities to decrease customer support queries by 30%.
Boost overall customer satisfaction by 40% through usability enhancements.

UX research

Product Review:

Reviewed the whole site, the analytics, the information architecture, heat maps and UX writing, paying close attention to the userflows in both mobile and desktop sizes.

Benchmarking and Competitive Analysis:

Evaluated the branding, user flows, product categorization, product page, UI design, etc. of indirect and direct competitors

User personas and User interviews

Developed user personas and conducted interviews to deeply understand user needs and pain points. Additionally, I administered a questionnaire to gather more detailed insights.

Journey Map:

Identified top products and user pathways, recategorizing all the products on the site for better organization and user experience.

Product Review

Ux-research visual map of steps conducted

User personas

Benchmarking

Journey map

Lean UX Canva:

This tool was used to identify key hypotheses and prioritize tasks, streamlining the design process by focusing on user-centric solutions, aligning team efforts, and ensuring rapid iteration based on user feedback.

FVD Matrix:

Created a matrix to evaluate various design solutions. This assessment ensured that proposed features were not only technically possible and financially sustainable but also aligned with user needs and preferences.

UX Writing, Tone, and Style Guide:

Crafted a comprehensive guide for UX writing, outlining the tone and style to maintain consistency across all user interactions.

Information Architecture:

I organized and structured the website’s content effectively by creating sitemaps. This improves navigation and help users find information easily.

Lean UX Canva

FVD Matrix

UX Writing

Information architecture

Before the re-design

ICBC homebanking's interface looked outdated and suffered from significant usability issues. Making a transfer was time-consuming and involved multiple steps. The site was not intuitive, causing bank clients to feel lost and unable to find what they were looking for, leading to a great deal of user frustration.

Wireframes & Taskflows

image showing the wireframes done and the task flows created for the project

Design System

Solution

The new bank dashboard offers an intuitive experience, allowing customers to easily find what they are looking for. The design and functionality are seamlessly integrated, creating an accessible and inviting interface. This significantly reduces Rage Clicks and user frustration, making bank transfers much quicker. Additionally, users can effortlessly locate their transfer receipts, enhancing overall satisfaction and efficiency.