This project was the result of my 4 month mentorship at UXTree. I was initially tasked with identifying a UX problem evident in an existing app or website, and from working through the full design process, resolving it. For this project I decided to focus on Bank of Ireland mobile app.
My Role: UX/UI Designer and Researcher
Duration: Feb 2022 - June 2022
As one of the most popular banks in Ireland, Bank of Ireland serves over 2 million consumer and business customers on a regular basis. With many of these customers shopping online on a daily basis, the Bank of Ireland mobile banking app has grown in popularity over the years.
With in-person banking steadily declining with the closure of branches in recent times, the demand for online has grown. The way people interact with their bank has changed, and the rise of alternatives like Revolut has shown that the users needs aren't being fulfilled. Bank of Irelands main touchpoint with many users revolves around its app, so can it afford to not give users an outstanding user-experience?
This project was planned using the Double Diamond model, where the time was split into four stages: Discover, Define, Develop and Deliver. From the advice of the mentors, it became clear how engaged all 4 stages were with each other, and how important it was to see how the beginning stages laid the foundations for the final design. I kept a user-centric approach throughout the process, and iterated the design as I continued to learn more about my chosen personas.
The discover phase refers to the research conducted to unravel and present the problems faced by the target users. In this phase, I strived to discover as much as I could about the regular experience of a Bank of Ireland mobile app user. As a BOI user myself, I recognised that it was important to not let my own experiences to influence my research and I kept this view throughout the process.
To begin the research phase, I looked at what assumptions I had of the app and my own views on how it functioned. I did this to try conduct my research as impartially as possible.