SENB Bank’s existing digital platform was built primarily for a mature audience (45+), resulting in experiences that felt outdated, dense, and difficult to navigate for younger users. As the bank expanded into new segments—business customers and small investors—it needed a more intuitive and scalable digital foundation.
Usability gaps across navigation, feedback, and error handling reduced user confidence and increased cognitive load during critical banking tasks. These issues limited adoption among digitally savvy users and constrained the platform’s long-term fintech ambitions.
Key Pain Points
Conducted structured usability evaluations and qualitative research to understand user expectations, behavior patterns, and friction across key banking journeys.
Reviewed end-to-end banking journeys across web and mobile to identify navigation gaps, cognitive overload, and error-prone interactions.
Users hesitated due to unclear navigation cues
Increase in task errors caused by poor feedback
longer task completion time than usability benchmarks
Improved user ability to successfully complete critical banking tasks.
Reduced task abandonment caused by navigation confusion.
Enhanced overall satisfaction with the banking experience.
Continuous iteration aligned with sprint cycles
Identified usability and accessibility risks
Ongoing feedback with stakeholders and teams
A structured discovery phase to uncover usability gaps and opportunities for improving clarity, efficiency, and trust in digital banking experiences.
Translating research insights into validated design solutions through collaborative ideation and iterative prototyping.
Validated design decisions through structured usability testing to ensure clarity, accessibility, and real-world effectiveness.
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