designing with empathy, curiosity & interdisciplinary collaboration
designing with empathy, curiosity & interdisciplinary collaboration
Product Designer— Research Design, Interviews, Feature Scoping, Visual Design
6 months
EBL SkyBanking is a digital banking services provided by Eastern Bank Limited (EBL), a commercial bank based in Bangladesh.
Through this project, I had to immerse myself in the nuances of the Bangladeshi banking sector, its regulatory environment, user behavior, and cultural context.
This case study is a comprehensive approach towards a mobile redesign to meet the needs of both local and potential global users.
While Citybank is known for user-friendliness, EBL can differentiate itself by integrating innovative features like financial literacy resources or budgeting app connections.
With a focus on financial education through in-app resources and explainer videos, EBL can cater to a wider audience seeking financial literacy tools, potentially lacking in DBBL's app.
Implement progress bars or informative messages during loading times. Provide clear and actionable error messages
Implement confirmation prompts before critical actions. Ensure clear and consistent back button placement throughout the app.
Use clear and concise language throughout the app. Consider offering tooltips or explanations for less common financial terms.
Adhere to design patterns and iconography familiar to Bangladeshi mobile app users. Maintain consistency in terminology and layout throughout the app.
Consider offering a customizable dashboard with frequently used features. Explore options for quick access menus or shortcuts for common tasks.
Focus on clear hierarchy and visual elements that enhance usability, not just aesthetics.
Include clear instructions and helpful tooltips within the app. Consider using confirmations or informative messages to guide users through tasks.
Provide a readily accessible help section with FAQs, tutorials, or contact information for customer support.
Users consistently reported difficulties in navigating the app. This feedback is crucial as it points to the need for a more intuitive and user-friendly interface. Additionally, the use of unclear terminology and unhelpful error messages was a significant pain point.
Users expressed concerns about the limitations of certain features and the lack of transparency in the app's functionality. Addressing these concerns is vital to build trust and ensure that users feel secure when using the app. Enhancing transparency in operations and providing detailed information about security measures can reassure users about the safety of their transactions.
The interviews revealed that users face significant limitations when conducting transactions abroad or interacting with international contacts. This is an important insight, as it suggests a need to enhance the app’s functionality to support global accessibility.
Users expressed a strong desire for features that promote financial literacy and efficiency. This indicates an opportunity to integrate educational content and personalized financial management tools into the app.
The fact that 83% of participants had never heard of the EBL Skybanking app highlights a significant challenge in brand awareness and market penetration. This indicates a need for better marketing strategies and possibly enhancing the app's visibility in the market.
With 70% of participants indicating frequent technical issues, it's clear that the current app suffers from stability and performance problems.
The finding that 54% of participants found their experience very difficult underscores major usability issues. This validates the need for a comprehensive redesign to simplify navigation and enhance the user interface.
Johnny David is a 38-year-old marketing professional living in Dhaka, Bangladesh. He is tech-savvy and relies heavily on mobile banking for his everyday financial needs. John juggles a busy work schedule and appreciates the convenience of managing his finances on the go.
Fatimal is a 22-year-old entrepreneur running a small clothing boutique in Dhaka, Bangladesh. While comfortable with technology for basic tasks, she finds mobile banking apps can be overwhelming. Sarah prioritizes security and appreciates clear instructions when using financial apps.
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One of the most prominent challenges was the significant time difference between regions, complicating communication and coordination efforts across different time zones. Juggling meetings and collaborative sessions while bridging these temporal gaps required careful planning and adaptability to accommodate diverse schedules.
Recruiting participants for user research presented its own set of obstacles, as language barriers, cultural nuances, and technological accessibility varied significantly from what I was accustomed to in America. Overcoming these challenges involved creative approaches to engage with potential users effectively, ensuring that their voices were heard and their insights were integrated into the project.
Navigating through unfamiliar banking territories reminded me of the perpetual learning journey inherent in design. Every new project offers an opportunity to expand our knowledge, challenge assumptions, and explore innovative approaches.
I felt a strong sense of responsibility in designing for a global audience in mind, realizing that thoughtful consideration of accessibility and inclusivity is paramount. Adapting the app to embrace diverse languages, currencies, and cultural nuances not only broadens its reach but also deepens its impact and usability.
