The implementation of the design system and the reformulation of the Banco BS2 app not only improved usability and user experience, but also boosted the bank's operational efficiency and growth, standing out as a success story in digital transformation.
We began the work with the challenge of carrying out a 360 analysis of various areas of the company, in order to understand in depth the main pain of individual account holders in their journey with the mobile app, and then propose a structural reformulation and visual facelift of the app so that the user has a more intuitive browsing experience, improving onboarding, the checking account activation flow, as well as navigation and switching between Current, Investment and International accounts.
To scale the design process internally at Banco BS2, we created a new design system using the Atomic Design methodology. This modular approach allowed the construction of reusable interface components, from the most basic elements (atoms) to complex structures (organisms). With this, we ensure visual consistency, greater efficiency in the development and facilitation of the maintenance and updating of interfaces, perfectly aligned with the bank's innovation and agility needs.
In order to optimize the process of creating the UI and prototype of the app, it was vitally important to validate the flows with the bank's internal users, and from this, to extract insights and execute adjustments and improvements before building the design system and final product and application for external users.
The impact generated in the following years is inestimable. The app was launched with the new version designed for a monthly base of more than 150,000 users worldwide, revolutionizing the experience of bank users in the way they activate the app, access functionalities, switch between accounts, and navigate the question center, among other things.
We achieved a significant reduction in user friction with the first contact and activation of their account in the inbound flow. In addition to 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 large reduction in service tickets, reducing the burden on 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 the user experience by facilitating quick and personalized access to bank services. This increased customer satisfaction and loyalty, improving efficiency and convenience in their daily lives.
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