2021
Overview
I redesigned ChinaBank’s mobile app to set a new standard in Philippine banking, making it more lifestyle-focused and tailored for Zillennials. With features like personalized insights, gamified savings, and seamless lifestyle integrations, the app is built to keep up with young, digital-savvy users.
Anchored on customer feedback and future-proof innovation, this revamp positions ChinaBank as a leader in redefining modern banking.
Results
The revamped app is currently in validation, sparking fresh ideas and discussions within the bank about the future of digital banking. Early feedback highlights its potential to redefine customer engagement and align with Zillennial needs, paving the way for innovation and setting new industry benchmarks in the Philippine banking sector.
UX audit
Key Focus Areas and Rationale
Where can we put new products?
I focused on this to ensure new features can be added without cluttering the app, keeping it intuitive and easy to navigate.
How can we add new AI products?
I explored this to integrate AI in a way that enhances personalization and provides valuable, user-friendly features for Zillennials.How do we compare to other banks?
I prioritized this to understand how ChinaBank’s app stacks up against competitors, identifying opportunities to enhance our offerings and stay ahead in the market.
Where can we put new products?
Lacks Upfront Information:
The app only displays account balances and does not provide transaction details or other important information upfront.
Lacks Scalability:
The app lacks scalability and a proper dashboard, making it difficult to add new features due to the absence of clear categorization.
How can we add new AI products?
Adding AI Features:
Incorporating AI products into an app with limited scalability could lead to challenges, such as underutilization. AI features may not be easily visible to users, which could discourage exploration and adoption.
Discoverability:
Users struggle to discover new products as the "more" function is used to display "additional services" rather than highlighting new products, making it harder for users to find and explore fresh offerings.
How do we compete with other banks?
Revolut: Provides advanced tools like budgeting analytics, investments, international transfers, a money coach, and a version for under-18 users.
Monzo: Features include budgeting analytics, international transfers, financial assistance, fee-free spending abroad, and real-time spending notifications.
Unionbank: Offers similar features to ChinaBank but stands out with savings goals, better UX, quick access to utilities, and smooth micro-interactions.
Other Local Traditional Banks: Most lack the advanced features of international digital banks, limiting their competitiveness in the digital banking space.
Key Insight from the Research
The revamp should focus on enhancing personalization by introducing features like savings goals, budgeting tools, and AI-driven insights tailored to individual users. A clear dashboard and better organization for new features can make these tools more accessible, creating a more engaging and customized experience for Zillennials.
Why Winning Zillennials Matters?
Zillennials, born between the early 1990s and early 2000s, bridge the gap between Millennials and Gen Z. Always online, they rely on digital tools for real-life decisions, seek creativity and enjoyment in everything, and value individuality over conformity.
Catering to their unique needs allows us to create engaging, authentic experiences that truly resonate with this dynamic generation.
What resonates with them?
Personalized Dashboard:
User should see a dashboard customized to their financial activities and goals. The dashboard highlights their recent transactions, monthly budget status, and tailored financial tips.
Smart Spending Analysis:
Analyze user spending patterns and provides personalized insights.
Example: It notices user spends a lot on dining out and suggests budget-friendly yet trendy restaurants, aligning with their lifestyle and preferences
Goal-Based Savings:
Sets specific financial goals, such as saving for a vacation, building an emergency fund, and investing in stocks.
It also creates a personalized savings plan, automatically adjusting based on their income, expenses, and progress.
Real-Time Financial Coaching:
Sends real-time notification and advice.
Example: When a user receives a bonus, it will suggest optimal ways to allocate it, such as increasing their emergency fund or making a strategic investment.
Hyper-Personalized Investment Recommendations
Based on the user’s risk tolerance, financial goals, and interests, it will curate list of investment opportunities, including stocks, ETFs, and sustainable investments that resonate with her values
Adaptive Budgeting
It will adjust the user’s budget dynamically. If the user overspend in one category, it will suggest compensatory adjustments in other areas, ensuring the user stays on track with their financial goals.
Proactive Fraud Detection
Utilizing advanced AI, it continuously monitors the user’s transactions for any unusual activity, providing them with instant alerts and ensuring their financial security
Entering the future of lifestyle finance
Usable, useful, personalize, scalable, modern, upgraded, aesthetic.
Designing with the building blocks in mind: Everything should be scaleable and organized through components
UX architecture that scales well:
Integrated: Financial Products are easily accessible from the get go and have multiple entry points
Modular: Made with reusable components that improve app familiarity over time
Personalized: Everyone's needs are different, it offers multiple features at different part of the journey
With this UX update, it can seamlessly incorporate and integrate new technologies from a design standpoint, thereby enhancing accessibility and user-friendliness for our customers.