Improve the user experience of using the app for the largest bank in Indonesia based on App Store reviews.

Project Type

Exploration

Role

Product Designer

Platform

Mobile App

Timeline

5 days

Background

It has been a while since I last used the BCA Mobile app as my main financial service. I chose it because it meets all my transaction needs. However, I've noticed that the app hasn't been updated with modern features or a fancy interface. So, I decided to check the app reviews on the app store. Unfortunately, I found that the app has received a very low rating for a bank like BCA, indicating a need for improvement. After reading through the reviews, here is what I discovered:

• Lack of existing technology, specifically mentioning how competitors utilize biometrics for verification while BCA still relies on access codes for login.
• Poor user experiences, noting that the app fails to make it convenient to catch up with their user needs.
• Outdated user interface, highlighting how a large bank like BCA has not kept up with the latest UI trends.

Objective

The objective is to completely redesign the BCA mobile banking app in order to address usability challenges, enhance visual aesthetics, and incorporate innovative features. This will result in a seamless and delightful mobile banking experience for users. The aim is to modernize and revitalize the app, making it more efficient to use.

Discover & Define

To gain a thorough understanding of the needs, behaviors, and preferences of users, I conducted interviews with my relatives who have been using the app for an extended period. The objective was to identify any issues and potential areas for enhancing the user experience. Here are the key findings found during interviews:

• Users perceive the transfer process in the BCA mobile app as complex due to its multiple steps and the need for recipient registration beforehand.
• The difficulty in saving and sharing transfer receipts after completing a transfer process presents a notable challenge.
• Participants emphasize the need for improved user authentication, highlighting the absence of modern security features like Face ID.
• The app's interface is regarded as outdated, creating an opportunity for modernization and improved visual aesthetics.
• Despite these pain points, participants maintain a positive view of the BCA mobile app, driven by its reliability and core functionalities that satisfy their banking needs.