BOV Mobile App
Enhancing Banking Experiences Through User-Centered Design
This project focused on conducting comprehensive UX/UI research for the Bank of Valletta (BOV) mobile app. The objective was to uncover usability issues, understand user needs, and provide actionable recommendations to guide a future redesign. By combining qualitative and quantitative methods, including user interviews, usability testing, and competitor analysis, the project aimed to improve the app’s usability, accessibility, and overall customer satisfaction. The research outputs laid the groundwork for a more intuitive and engaging digital banking experience.
Process
Project Goal
The primary goal of the BOV Mobile App Research project was to identify user experience pain points within the existing Bank of Valletta (BOV) mobile banking app and to deliver a research-driven foundation for future UX/UI improvements. The initiative focused on understanding how users interact with the app and what changes could enhance usability, efficiency, and satisfaction.
Research Methods
User interviews to gather in-depth insights from existing BOV customers.
Usability testing to observe real-time interaction patterns and issues.
Competitor analysis to benchmark BOV’s app features and flow against other leading banking apps.
Surveys and questionnaires to collect broader feedback and validate assumptions at scale.
User journey mapping to visualize pain points across key touchpoints within the app experience.
Key Findings
Users flet that they lacked certain degree of control over their accounts.
Users flet that they lacked certain degree of control and security over their credit cards.
Users complained that they needed two apps to use new features introduced by the bank.
Android users can't use BOV Pay since its on iOS only.
The app does not support Face ID.
The UI design is not appealing.
If a user changes their phone the app needs to be activated offline at one of the bank's branch.
Transaction details shown up to 3 days later.
Action Points
Add control and added security over account types and credit cards.
Focus on just one app.
Add analytics to better view latest transactions.
Improve the design interface to make it more appealing and easy to navigate.
Facilitate the activation process.
Solution Proposal
While this phase of the project focused heavily on research, it included early concept sketches and low-fidelity wireframes illustrating proposed UX/UI improvements: - A cleaner home screen with prioritized content - Streamlined navigation bar and fewer taps to reach key features - Enhanced typography and color contrast for better readability - More intuitive security authentication flows - Better activation method (via sms) These solutions aligned closely with user expectations gathered during research. Apart from the above changes a new feature emerged
Results & Impact
From the prototype testing we got the following results
95% increase in user satisfaction when it comes to control over their account and credit cards
70% increase in user satisfaction with the new Family Care+ feature
64% increase in user satisfaction when it comes the user interface
Explore the Project
Take a closer look at the final implementation and results.
View Detailed Behance Project