GTCO Mobile Banking App-UX Case Study

ABOUT THE BRAND

Guaranty Trust Bank Limited (GTBank) is a multinational financial institution that provides individuals, businesses, private and public institutions across Africa and the United Kingdom with a broad range of market-leading financial products and services. Headquartered in Lagos, Nigeria and with subsidiaries in Cote D’Ivoire, Gambia, Ghana, Liberia, Kenya, Rwanda, Tanzania, Uganda, Sierra Leone and the United Kingdom, the Bank currently employs over 12,000 professionals and has Total assets and Shareholders’ Funds of ₦4.057trillion and ₦661.1Billion respectively.

At Guaranty Trust Bank Limited, we constantly strive to create the best outcomes for our customers and communities. Our strong service culture, efficient management, world class corporate governance standards and bias for innovation has enabled us maintain consistent year on year growth in customer base and profitability since inception. We are also passionate champions and enduring patrons of a wide range of Social Responsibility causes channelled towards improving access to Education, driving Community Development, promoting the Arts and and protecting the Environment.

As a Proudly African and Truly International Institution, we are fully invested in powering our continent’s progress. We are at the forefront of promoting enterprise and empowering small businesses, and our free business platforms, the GTBank Fashion Weekend and the GTBank Food and Drink Festival, are driving the growth of Africa’s fashion and food industries and helping to create new and global opportunities for the continent’s incredibly young population.

The GTBank vision is to become a Platform for Enriching Lives by building strong, value adding relationships with customers, stakeholders and the communities in which it operates. In line with this vision, we are constantly pioneering ground-breaking ideas that offer customers more value beyond banking, such as Habari, an integrated digital platform that connects customers to anything they need, from e-commerce to music, in one place. We are also revolutionizing access to consumer loans with our first-of-its-kind digital lending product, Quick Credit, which gives individuals and small businesses instant, real-time access to loans anytime, anywhere.

CHALLENGES

The updated version of the bank mobile app has got a lot of bad reviews on both Playstore and App Store. I am an active user of the mobile. The former mobile app has a better user experience than this new one.

This current mobile app has a bad user experience and a lot of glitches that frustrate users while doing transactions; for instance, the major challenge I encounter with the updated app is the beneficiary page. I could not add or delete beneficiaries and it is always annoying.

The Target

1. What are the common usability issues?
2. Implementing imagination
3. Improve the design and user experience
4. Increase accessibility
5. Discover an easier way to reach your goal

USER REVIEWS

SOLUTION

After understanding the users’ frustration, I now understood the problems that needed to be solved.

However, the conversation with the users made me realize that the current user experience of the updated mobile banking app does not meet the company standard as a financial institution coming out from Africa. With this insight from the users, I came up with a compilation of the problem by providing a solution.

1. The onboarding process should be designed seamlessly
2. Create a simple transaction page
3. Design another easy-to-use beneficiary page for the mobile app

High Fidelity

Hi-fi helps create an outline for design solutions. Focus on key elements and actions for new users to engage with the app. This particular solution is to align with the brand’s worth and value.

EXISTING SCREENS

Splash Screen

I designed the splash screen that is aesthetically appealing compared to the existing one on the app

LOGIN SCREEN

Part of what I intend to achieve is to redesign the login screen because the existing login screen is boring and not friendly, stating only the password alone. But it is better to have both the email and password on the screen, instead of only the password. In that case, it gives a better experience. However, Design is not self-centered. It is a language for the user. That is why I decided to improve on the onboarding screen.

Beneficiary

The existing mobile app has no better provision for adding and deleting a beneficiary to make transactions. The beneficiary section will confuse the user with the existing design.

So, this particular challenge made it difficult to add a beneficiary or delete an existing beneficiary without any hiccup. In this new design, I ensure with this new design, by making it easy for users to navigate.

OLD AND NEW SCREEN

Conclusion

The pivot of this redesign is centered around delivering an all-new experience on the GTCO mobile application. Based on the research and feedback I had gathered, it was certain that the app’s experience is the major challenge causing many setbacks for the bad performance and a fix would help users interact better. This is why I decided to work on it.

Thank you

Connect with me: 🤝

Email: batunde.alaran@gmail.com

Phone: 08076926109

X: @Tude_Design0

LinkedIn: Babatunde Alaran