U.S. Bank - iOS App
Fintech
CHALLENGE
In a world of rapidly changing banking experiences and expectations, U.S. Bank quickly needed to put ultimate convenience and power in the hands of their customers with a new reimagined and re-engineered mobile app.
SOLUTION
We created a brand-new, hyper customer-obsessed app that anticipates user needs, provides useful and impactful data and makes moving money simple, secure and fast.
Role + Process
UX Lead on “Money Movement” Team - The project was broken into 6 design teams that focused on all features and interactions for their section of the mobile banking app. Our team’s goal was to simplify complex money movement tasks in everyday banking—covering money Transfers, Bill Pay, Peer-to-Peer payments, Mobile Check Deposits and a high-level view of the transacting activity. Work was done in 2-week sprints that included workshops, a strategic view of money movement information architecture, team collaboration, wireframe & design development, and user testing.
IMPACT
Since the launch of the new app:
The app has been downloaded 4 million+ times
Levels of engagement have increased while driving contact center and branch traffic down, which was an important metric to the overall transformation strategy
95% of customers are delivered AI-driven insights, which means the app and underlying algorithms has gotten smart enough to generate insights for most of the customer base, and of the insights delivered
86% of customers rate the insight as “very helpful”
Our biggest stakeholder on the U.S. Bank side, Ankit Bhatt, Senior Vice President for Omnichannel Experience, was named 2019's Digital Banker of the Year by American Banker. The publication noted numerous factors in determining the award, one of which was his ability to successfully build products that put customers first.
Our client was also pleased by our efficiency…
“The Publicis Sapient team helped set a vision for the app and then brought a startup mindset and agility to the team that allowed U.S. Bank to create the app in under a year—less than half the time needed to make a traditional full banking app.” – EVP Omnichannel, U.S. Bank