My role: Lead Service/UX/UI Designer (user experience, interaction design, visual design)
Year: 2014
Client: Itau Bank
Company I was working for: Itau Bank
Length of project: 10 months
Deliverables: High-fidelity prototype, wireframes, user journeys, style guide
Tools: Axure, Adobe CC
Year: 2014
Client: Itau Bank
Company I was working for: Itau Bank
Length of project: 10 months
Deliverables: High-fidelity prototype, wireframes, user journeys, style guide
Tools: Axure, Adobe CC
Overview
Banco Itaú Unibanco S.A. is a Brazilian financial services company headquartered in São Paulo, Brazil. It is the largest banking institution in Brazil, Latin America, and the Southern Hemisphere. I worked in the digital department for business accounts for four years; one of my main projects was redesigning the mobile app.
Challenge
The current app was outdated and had 2.6 stars on the app stores. So the team had the challenge of fixing bugs and updating the design in 6 months, increasing the app store score and the number of downloads.
The first phase was to get the new design working in the app’s current version; I designed the pages and helped the development team implement a CSS file to overwrite the existing style on the encapsulated webpages. In the subsequent phases, I worked on redesigning the journeys based on user research and analytics.
Multi-disciplinary team
We were trialling an Agile Lean Startup model that would start to be used by other teams in the Bank. The team was: Product Owner, Product Design Lead (me), Growth Hacker, Technical Architect, 2 Developers, Quality Analyst.
We had a quick win using some CSS to adapt the existing pages into the new design system while working on each user journey.
Results
In 6 months, we released the newly redesigned app and started advertising to the Bank’s clients. In less than a year, the app rated 4.5 stars in the app stores and had 1 million downloads.
The new agile model worked, and other teams in the digital channels department started working on a Lean Startup model, which gave the Bank a competitive speed compared to new finance startups beginning in Brazil.