Case Study:
Maybank Mobile Banking App
The Task:
A personal case study of the Maybank mobile banking app and having a go at creating a user-centred redesign of the Maybank mobile application.
Role:
UX Researcher, UX Designer, UI Designer
Duration:
5 days
Methodologies:
UX Research, Wireframes, UX Design, UI Design, Prototype
Tools Used:
Figma
Overview of Maybank
Malayan Banking Berhad is a Malaysian universal bank, with key operating "home markets" of Malaysia, Singapore, and Indonesia. It began its operations in 1960 and has served small businesses, corporations, governments, institutions, and individuals globally.
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According to the 2020 Brand Finance report, Maybank is Malaysia's most valuable bank brand, the fourth top brand amongst the ASEAN countries, and ranked 70th in the world’s most valuable bank brands.
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The Maybank mobile banking app was created to let customers carry out their bank transactions such as money transfers, paying bills and much more with a lot of conveniences. This means that customers do not need to go down to the bank to complete certain transactions that can be done through the mobile app.
Why Redesign the Maybank Banking App?
Personally, I do not have an account with Maybank but had the chance to take a look at what is inside the app through online videos and also from friends who showed me what is like inside the app.
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(At the point in time when I worked on this,) Maybank is not one of the few commonly mentioned banks in Singapore where I live although it has been around for quite some time. Being curious about what their app looks like and how it functions, I took some time to fiddle around with it and tried to improve certain interactions which felt clunky.
The Challenge
The challenge here was to redesign how logging in looks like with 2-factor authentication (2FA), change the look of the dashboard, account details and try to improve the user flow for some of the highly common transactions that customers use the app for such as, transferring money, paying bills and viewing their balances easily.
My Design Process
Identifying The Problems
The problems identified are based on reviews about the app on the Google Play store and my personal experiences. I narrowed down the feedback and ended up with a few problems:
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Troublesome login experience (Inconvenient method of 2FA during login)
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Many users have issues logging in to the app due to various reasons.
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Some are unable to log in with a digital token
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Some are unable to log in with a fingerprint
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Outdated user interface (UI)
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The user interface is outdated, unattractive and is not user-friendly​
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Bad user experience (UX)
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Information hierarchy is unoptimized which affects user experience in a bad way​
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Multiple back-end issues (which I will not cover in this case study)
Google Play store reviews
Hi-Fidelity Wireframes
I started off with low-fidelity wireframes and proceeded to high-fidelity after I gathered feedback from my testers (mainly my friends) and edited certain parts that were unsatisfactory.
Proposed Solutions to The Problems
Problem 1: Troublesome login experience
From the above redesign, I wanted to let users complete certain actions without fully signing in and also simplified the login process by letting them authenticate via a 2FA password and fingerprint detection.
Problem 2: Outdated User Interface (UI)
As from the images shown in the gallery above, I tried to make the dashboard less confusing and simpler to navigate around by adding icons that correspond to what users can do by pressing specific buttons. I also added a small section at the bottom to display advertisements so users are updated with current promotions/discounts.
Problem 3: Bad User Experience (UX)
To improve user experience on the app, I tried to propose a simpler and less confusing process of some of the most common banking app transactions such as viewing account balances, paying bills and transferring money to different accounts.
Links To Figma
Self-Reflection
At the end of this case study, I once again realize the importance of creating smooth and seamless user experiences. Being able to provide an enjoyable experience for your customers will put the company in a good spotlight and allow better communication between customers and the company should other problems arise in the future.
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Some of my proposed solutions in this case study came from using the POSB/DBS banking app which I use often. I picked out certain good features and processes which I felt were important or useful to have in general for banking apps.
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As my 1st case study on a banking app, I realized that I missed out on certain key features when 1st designing the application. For example, security is very important when it comes to the bank and money however, I almost forgot to include the process of a 2FA.
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Overall, it was quite enjoyable to work on this and to see the prototype come to life after adding in icons, colour and images. In addition to that, I also felt that I learnt something about banking apps in general and some of the things to look out for when designing such apps in the future.