Banking Experience

Customers were completing core tasks — checking a balance, sending money, freezing a card — but taking far more steps than the task required. Support tickets kept surfacing the same friction points: unclear statuses, buried settings, and a card-controls flow that assumed more banking literacy than most customers had.

The bank needed an app that felt as considered as its branch experience, without asking the design team to reinvent trust from scratch — trust here is inherited from the institution, and the interface's job is to not spend it.

Every screen in a banking app carries regulatory and security requirements that a purely minimal interface would happily discard: consent screens, transaction confirmations, fraud prompts. The challenge was designing an experience that reads as simple while carrying all of that necessary weight — without the interface feeling like it's protecting itself instead of the customer.

A second constraint: the app runs on a shared component library used across the bank's other digital products, so new patterns had to be justified, documented and contributed back rather than designed in isolation.