BS2 Bank

A new mobile app aimed at revolutionizing the digital experience of over 150 thousand monthly active users worldwide.

The implementation of the design system and the redesign of the Banco BS2 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 began the work with the challenge of conducting a 360 analysis of various areas of the company to deeply understand the main pain points of individual customer account holders in their journey with the mobile app, and from this, propose a structural redesign and visual facelift of the app to provide users with a more intuitive navigation experience, improving onboarding, the current account activation flow, as well as navigation and switching between Current, 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 allowed for the construction of reusable interface components, from the most basic elements (atoms) to complex structures (organisms).

In doing so, 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.

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

Impact

The impact generated in the following years is invaluable. The app was launched with the new version designed for a monthly user base of over 150 thousand worldwide, revolutionizing how the bank's users activate the app, access functionalities, switch between accounts, and navigate through the FAQs, among other points.

We achieved a significant reduction in user friction with the first contact and activation of their account in the entry flow. Combined with 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 significant reduction in support tickets, decreasing the overload on the CX team. This improvement resulted in a 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 the user experience by facilitating quick and personalized access to the bank's services. This increased customer satisfaction and loyalty, improving efficiency and convenience in their daily lives.