BS2 Bank

A new mobile app responsible for revolutionizing the digital experience of +150 thousand monthly active users worldwide.

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

Challenge

We started the work with the challenge of conducting a 360-degree analysis of various areas within the company to gain an in-depth understanding of the main pain points faced by individual account holders in their journey with the mobile app. Based on this, we aimed to propose a structural redesign and a visual facelift of the app, ensuring a more intuitive navigation experience for the user, improving onboarding, the current account activation flow, as well as navigation and switching between Checking, Investment, and International accounts.

Solution

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

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

In order to optimize the process of creating the UI and app prototype, validating the flows with the bank's internal users was of vital importance. This allowed us to extract insights and execute adjustments and improvements before building the design system and final product, and releasing it to external users.

Impact

The impact generated in the following years is invaluable. The new version of the app was launched for a monthly base of over 150,000 users worldwide, revolutionizing the bank's user experience in how they activate the app, access features, switch between accounts, and navigate through the help center, among other aspects.

We achieved a significant reduction in user friction during their first contact and account activation within the onboarding flow. Alongside this, there was also an increase in the activation of Investment and International accounts, expanding business opportunities and revenue for the bank.

The new native knowledge base experience within the app contributed to a major reduction in support tickets, decreasing the workload of the CX team. This improvement resulted in significant 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 the bank's services. This increased customer satisfaction and loyalty, improving day-to-day efficiency and convenience.