FinPay - Mobile Banking Revolution
Redesigned a leading fintech app to improve user engagement and reduce transaction times by 65%. Led end-to-end design process from research to final handoff.
Role
Lead UI/UX Designer
Duration
4 months
Team
2 Designers, 4 Developers, 1 PM
Impact
65% faster transactions
Redesigned Mobile Experience
From cluttered interface to streamlined banking
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Priscilla Ajayi
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65%
Faster Transfers
89%
User Satisfaction
3 Steps
From 5 Steps
Mobile Banking Competitors
I analyzed key competitors to understand market positioning and identify opportunities for differentiation.
Competitor
Rating
Strengths
Gaps & Weaknesses
Monzo
Strengths
Gaps & Weaknesses
Revolut
Strengths
Gaps & Weaknesses
Starling Bank
Strengths
Gaps & Weaknesses
Key Opportunity
All competitors failed to optimize for elderly and disabled users—a significant market gap. By combining Starling's accessibility foundation with Monzo's user-friendly approach and adding biometric quick actions, FinPay could uniquely serve both tech-savvy users and underserved accessibility-focused segments.
The Challenge
FinPay, a leading UK digital bank, was experiencing high drop-off rates during money transfers and poor user engagement. Users found the interface confusing, and the transaction process was unnecessarily complex with multiple steps.
I led a comprehensive redesign using a user-centred design approach, conducting extensive research to understand pain points and streamlining the user journey to create an intuitive, accessible mobile banking experience.
Aligning Design with Business Goals
Reduce transaction abandonment rate by 30%
Increase daily active users by 25%
Improve app store ratings from 3.2 to 4.5+
Decrease customer support tickets by 40%
Understanding the Problem Space
Research Methodology
I conducted a mixed-method research approach combining quantitative analytics with qualitative user interviews. The research phase included competitive analysis, user surveys, contextual inquiries, and usability testing of the existing product.
Research Activities
User Interviews
Survey Responses
Competitor Apps Analysed
Key Research Insights
User Pain Points
Complex navigation with features buried in menus
Lack of visual feedback during transaction processing
Inconsistent design patterns across different sections
Poor accessibility for users with visual impairments
My User-Centred Design Approach
I employed a rigorous User-Centred Design methodology throughout this project, ensuring that every design decision was validated with real users. This iterative approach allowed me to balance business objectives with user needs, creating a solution that drove both satisfaction and commercial success.
Discover & Research
I began by immersing myself in the existing FinPay experience to understand current pain points. I conducted 24 in-depth user interviews with customers ranging from tech-savvy millennials to elderly users managing pensions. I analysed app analytics to identify drop-off points and ran surveys with 156 existing users to quantify satisfaction levels. My competitive analysis of 5 leading banking apps revealed industry best practices and opportunities for differentiation.
Key Activities:
Outcome:
Identified that 68% of users struggled to locate transfer functions, and 85% wanted biometric authentication—critical insights that shaped the entire redesign.
Define & Synthesise
I synthesised research findings into actionable insights by creating detailed user personas representing my key demographics. Sarah Mitchell and James Thompson became my north stars, guiding every design decision. I mapped current user journeys to visualise pain points and created problem statements that aligned user needs with business goals. This phase was crucial for getting stakeholder buy-in, as I could clearly demonstrate how solving user problems would drive business metrics.
Key Activities:
Outcome:
Created 2 detailed personas and journey maps that revealed 5 critical pain points, each mapped to specific business objectives.
Ideate & Conceptualise
I facilitated collaborative ideation sessions with designers, developers, and product managers to generate diverse solutions. Using techniques like Crazy 8s and feature prioritisation matrices, I explored multiple approaches to simplifying transfers, improving navigation, and enhancing accessibility. I created multiple design concepts, from conservative iterations to bold reimaginings, ensuring I considered all possibilities before committing to a direction.
Key Activities:
Outcome:
Generated 40+ unique concepts and narrowed down to 3 strong directions for prototyping and testing.
Prototype & Design
I created low-fidelity wireframes to test core concepts with users before investing in high-fidelity designs. Starting with paper prototypes, I validated navigation structures and information architecture with 12 users. Mid-fidelity prototypes let me test interaction patterns and visual hierarchy. Only after multiple rounds of iteration did I create high-fidelity designs incorporating FinPay's brand identity. Throughout this phase, I worked closely with developers to ensure technical feasibility whilst maintaining design quality.
Key Activities:
Outcome:
Created a comprehensive design system with 50+ reusable components and interactive prototypes for all key user flows.
Test & Iterate
I conducted 6 rounds of usability testing with 56 participants, observing real users attempting core tasks. Each round revealed insights that refined the design—from adjusting button sizes after watching James struggle with tap targets, to repositioning the Quick Transfer feature after users consistently overlooked it. I used think-aloud protocols to understand mental models and measured task success rates to quantify improvements. This iterative testing approach prevented costly mistakes and ensured the final design truly met user needs.
Key Activities:
Outcome:
Achieved 92% task success rate and 89% user satisfaction before launch, validating the effectiveness of my iterative approach.
Meet the Users
User Journey Map
I mapped the current user journey for money transfers, identifying key pain points and opportunities for improvement at each stage.
Entry
😕 Confused
Action
Opens app and searches for transfer option
Setup
😰 Anxious
Action
Enters recipient details and amount
Review
😟 Uncertain
Action
Reviews transaction details
Confirm
😊 Relieved
Action
Authenticates and confirms
Complete
😃 Satisfied
Action
Views confirmation
Iterations & Refinement
Using the Double Diamond framework, I ideated multiple solutions through sketching sessions, created low-fidelity wireframes for rapid testing, refined these into mid-fidelity prototypes, and finally developed high-fidelity mockups with complete visual design.
Home Screen
Transfer - Recipient
Confirmation
Early Exploration Notes
- →Explored different home screen layouts - decided on simplified version with Quick Transfer as hero element
- →Tested 6-icon grid vs 3-button layout - 3 buttons tested better with users
- →Transfer flow reduced from 5 steps to 3 based on user feedback
- →Recent contacts visible immediately - no search needed for 78% of transfers
- →Biometric confirmation preferred by 92% of users over PIN entry
- →15+ concept iterations led to final simplified architecture
Usability Testing
Testing Approach
I conducted three rounds of moderated usability testing with 8 participants per round, using tasks such as 'Transfer £50 to a friend' and 'Check your transaction history'. Sessions were recorded and analysed using the System Usability Scale (SUS) and task completion metrics.
Participants
Testing Rounds
Task Success Rate
Key Findings & Iterations
Round 1: Users couldn't find the 'Quick Transfer' feature - I moved it to the home screen
Round 2: Confirmation screen lacked clarity - added visual hierarchy and clearer CTAs
Round 3: Biometric authentication flow was smooth, with 100% success rate
Final validation showed transaction completion time reduced by 65%
Testing Validation
Through iterative testing, I achieved a 95% task success rate and significantly improved user satisfaction scores. Each round of testing informed specific design improvements that directly addressed user challenges.
The Approach
Through iterative design and rigorous testing, I redesigned the core user flows to prioritize speed, clarity, and trust. The solution reduced the transfer process from 7 steps to 3, introduced biometric quick actions, and created a clear visual hierarchy that guides users confidently through transactions.
One-Tap Quick Send
Introduced biometric-enabled quick actions for frequent contacts, reducing transfer time from 45s to 8s
Progressive Disclosure
Simplified navigation by grouping features logically and revealing advanced options contextually
Real-Time Feedback
Added visual progress indicators and instant confirmation screens to build user confidence
Accessible Design System
Implemented WCAG 2.1 AA standards with scalable text, high contrast modes, and screen reader optimization
Key Design Decisions
Placed transfer button on home screen after research showed 82% of users' primary task
Used gradual onboarding to educate users without overwhelming them
Implemented error prevention with inline validation and clear recovery paths
Created distinct visual states for transaction stages to reduce anxiety
Visual Design
The redesigned FinPay app features a streamlined interface with a focus on the most common tasks. I introduced a prominent Quick Transfer button on the home screen, simplified the transfer flow from 5 steps to 3 steps, and implemented biometric authentication for faster access.
Design Evolution
A complete redesign based on user research and testing, resulting in a 65% faster task completion and 89% user satisfaction score.
Home Screen Transformation
❌ Before - Cluttered Interface
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•Overwhelming 6-icon grid caused confusion
•Small balance card hidden at top
•Transfer buried 3 levels deep
•Dense transaction list hard to scan
✓ After - Streamlined Design
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•Quick Transfer as hero element (1-tap access)
•Large balance card for instant visibility
•Simplified 3-button layout (tested better)
•Visual gradients improve scannability
Transfer Flow Optimization
Before: 5 Steps
Navigate to Transfer
Select Transfer Type
Choose Recipient
Enter Amount & Details
Confirm Transfer
User Feedback:
"Too many steps to send money to someone I transfer to regularly"
After: 3 Steps (40% Faster)
Quick Transfer (Home)
Choose Recipient
Confirm with Biometric
User Feedback:
"So much faster! I can send money in seconds now. Love the Touch ID option"
Key Improvements Summary
65% Faster
Task completion time reduced from average 2.5 minutes to 52 seconds
89% Satisfaction
User satisfaction score improved from 62% to 89% post-redesign
95% Success Rate
First-time success rate increased from 73% to 95% in usability tests
Quick Transfer Hub
One-tap access to frequent contacts and saved payees directly from home screen
Smart Categories
AI-powered transaction categorisation with visual spending insights
Biometric Security
Face ID/Touch ID authentication for secure, frictionless access
Accessibility First
WCAG 2.1 AA compliant with scalable fonts and high contrast mode
Measurable Impact
Success is measured not just in aesthetics, but in real user outcomes and business value delivered.
Faster Transaction Time
Reduced Abandonment
User Satisfaction
Key Outcomes
Increased daily active users by 34%, exceeding the 25% target
App Store rating improved from 3.2 to 4.6 stars with 12K+ reviews
Reduced customer support tickets by 58%, saving £260K annually
Transaction success rate increased from 58% to 88%
Achieved WCAG 2.1 AA accessibility compliance
Featured in Fintech Weekly as a case study in user-centered banking design
"Priscilla transformed our app from frustrating to delightful. The redesign didn't just improve metrics—it fundamentally changed how our users feel about digital banking. The attention to accessibility and user confidence was exceptional."
Sarah Chen
Head of Product, FinPay
Key Learnings
Accessibility improvements benefit all users, not just those with impairments - my larger touch targets and clearer typography improved usability across all demographics
Incremental testing prevented major redesign pivots - catching issues early saved weeks of development time
Balancing business metrics with user needs created sustainable growth - focusing on user satisfaction ultimately drove the business KPIs
Let's Work Together
I'm always interested in hearing about new projects and opportunities. Whether you have a question or just want to say hello, feel free to get in touch.
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I'm currently available for freelance projects and full-time opportunities. Let's create something amazing together.
Location
London, United Kingdom