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Banking App Redesign: A UX Case Study
Overview
The PNC Virtual Wallet app redesign was a comprehensive project aimed at improving the user experience and overall functionality of the app. As the lead UX designer, I collaborated with key stakeholders to conduct research, gather insights, and implement user-centered design principles to create a more intuitive and engaging banking experience.
Challenges
Lack of Hierarchy: The existing app lacked a clear visual hierarchy, making it difficult for users to locate and prioritize important features and information quickly.
Inconsistent Design Standards: Design elements, iconography, and patterns were inconsistent, leading to a disjointed and confusing user experience.
Decorative Design: Design elements were often used purely for decoration, rather than serving a functional purpose, further contributing to the app's usability issues.
Goals
User-Centered Approach: Develop a user-centered design approach that prioritizes the needs and goals of the users.
Improved Usability: Enhance the app's usability by creating a clear visual hierarchy, implementing consistent design standards, and ensuring that all design elements serve a functional purpose.
Documentation and Guidance: Provide comprehensive documentation and guidance to ensure consistent implementation of design elements across various teams and future product releases.
Process
- Research and Insights: Conducted internal research through shadowing IT, customer service, and product sales teams to understand customer pain points and application limitations.
- User Interviews: Conducted user interviews to gather additional insights into user needs and expectations.
- Usability Testing: Employed usability testing methods to evaluate the effectiveness of design solutions and identify areas for improvement.
- Collaboration with Stakeholders: Worked closely with C-Suite executives, product owners, business partners, and the marketing team to ensure that the final design met both user and business needs.
Solutions
Clear Visual Hierarchy: Established a clear visual hierarchy by prioritizing important features and information and using size, color, and placement to guide the user's attention.
Consistent Design Standards: Developed and implemented consistent design standards for iconography, patterns, and other design elements to create a cohesive and unified user experience.
Functional Design: Ensured that all design elements served a functional purpose, contributing to the app's usability and overall user experience.
Comprehensive Documentation: Created detailed documentation and guidance for icons, widgets, cards, and patterns to ensure consistent implementation across teams and future product releases.
Results
Increased User Satisfaction: User testing and focus groups indicated a significant increase in user satisfaction with the redesigned app.
Improved Cohesion and Order: The redesigned app exhibited greater cohesion, order, and overall usability.
Adoption in Subsequent Releases: The design elements, cards, and patterns developed during this project have been adopted in all subsequent product releases.
Project Summary
The PNC Virtual Wallet app redesign was a successful project that resulted in a more user-friendly, intuitive, and engaging banking experience. By prioritizing user needs and implementing user-centered design principles, we were able to create an app that not only meets the needs of users but also aligns with the business goals of PNC.