In this case study we present how UtLab supported Credem Bank in the process of designing a new mobile banking app.
Our contribution to the project
Credem Bank provided an initial brief for the new app in which they requested a strong involvement of customers in every phase of the design process.
In agreement with the project stakeholders, we identified the most suitable activities for involving customers both in the initial discovery phase and, later on, in the prototyping steps.
We planned and carried on the following key phases of the project:
- Co-design sessions with the internal project team to define how the app could contribute to reaching the business goals
- Co-design sessions with the bank customers to define the app functionalities and contents that matched their needs
- Design guidelines produced by cross-checking data emerged from both co-design activities
- A first round of usability tests on functional prototypes to validate the design choices
- A second round of usability tests on graphic prototypes to validate the iteration after the first round and the graphic interface. During this second round we involved participants who did the co-design sessions to show them how their inputs were included and implemented in the app
- A thorough review of the graphic interface to optimize the outcoming interaction.
In the following images we show the evolution of the interface of the postlogin page, starting from the first mockup coming out from the co-design sessions.
The project results were outstanding, with great reviews of the app in its three versions (iOS, Android, Windows Phone).
Responding to customers needs with a human-centered approach
Within this project Credem Bank has, once again, invested in a humancentered approach as a driver for innovation and was able to respond to its customers’ real needs.
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Designing a mobile banking app with customers: Credem case study
Founded in 1910 and headquartered in Reggio Emilia, Italy, Credem is a private bank with approximately 600 branches and 41 business centers. With a presence in 16 of Italy’s 20 regions, the bank offers financial products and services such as remote banking, loans, investments, credit and prepaid cards, and checking and savings accounts. The company employs approximately 5,600 people.