BS2 Bank

A new mobile app responsible for revolutionizing the digital experience of over 150,000 active monthly users around the world.

The implementation of the design system and the redesign of the BS2 Bank app not only improved usability and user experience but also boosted operational efficiency and the bank's growth, highlighting it as a success story in digital transformation.

Challenge

We began our work with the challenge of conducting a 360-degree analysis of various areas of the company, in order to deeply understand the main pain points of individual account holders in their journey with the mobile app, and from this, propose a structural reform and visual facelift of the app to provide users with a more intuitive navigation experience, improving onboarding, account activation flow, as well as navigation and switching between Checking, Investment, and International accounts.

Solution

To scale the internal design process at BS2 Bank, we created a new design system using the Atomic Design methodology. This modular approach allowed for the construction of reusable interface components, from the most basic elements (atoms) to complex structures (organisms).

With this, we ensured visual consistency, greater efficiency in development, and facilitated the maintenance and updating of interfaces, perfectly aligning with the bank's needs for innovation and agility.

To optimize the process of creating the UI and prototype of the app, it was vital to validate the flows with the bank's internal users, and from this, extract insights and execute adjustments and improvements before building the design system, final product, and application for external users.

Impact

The impact generated in the following years is immeasurable. The app was launched with a new version envisioned for a monthly base of over 150,000 users worldwide, revolutionizing how bank users activate the app, access functionalities, switch between accounts, and navigate the help center, among other points.

We achieved a significant reduction in user friction with their first contact and activation of their account in the entry flow. In addition, there was also an increase in the activation of Investment and International accounts, expanding business and revenue opportunities for the bank.

The new native knowledge base experience within the app contributed to a significant reduction in support tickets, decreasing the overload on the CX team. This improvement resulted in a substantial operational optimization, allowing the team to focus on more complex and strategic issues.

Additionally, we implemented features to favorite shortcuts and accounts, promoting a substantial improvement in user experience by facilitating quick and personalized access to bank services. This increased customer satisfaction and loyalty, enhancing efficiency and practicality in their daily lives.