Union Bank of Albania
Client’s Requirement
The Union Bank of Albania engaged me to conduct a comprehensive audit of their existing mobile and desktop applications for online banking. They sought an in-depth analysis of user complaints and a heuristic evaluation of the current user experience. The primary goal was to identify pain points from user feedback and redesign the applications with a more intuitive, user-friendly interface. Ultimately, the project aimed to deliver a complete overhaul of both platforms, enhancing the overall customer experience.
What I did
After receiving the project specifications, I conducted a series of in-depth meetings with key stakeholders, including the UX head, the head of customer management, and frontline personnel who interacted with customers daily. These discussions revealed common user frustrations, such as an outdated and cluttered interface that intimidated older users and failed to meet the expectations of younger, tech-savvy customers. While the bank’s staff provided valuable insights into frequent complaints, it was necessary to delve deeper to uncover the root causes. To bridge these gaps, I developed a set of targeted questions that the bank used to survey customers over a month. This process identified key issues: the interface lacked modern appeal, was not user-friendly, and did not provide adequate feedback or guidance, making users hesitant to perform critical tasks. These findings underscored the need for a user-centric redesign to increase app adoption and trust.
