Redesign of Keystone Bank Mobile app

About Keystone Bank

Keystone Bank is a full service commercial bank currently owned by Sigma Golf River Bank Consortium after being acquired from the Asset Management Corporation of Nigeria (AMCON) in 2017. It was granted banking license on August 5, 2011, by the Central Bank of Nigeria (CBN). The Bank has met and exceeded all capital adequacy requirements of the CBN and assumed the deposit liabilities, certain other liabilities and assets of former Bank PHB Plc, following the revocation of the erstwhile bank’s operating License by the CBN.

Using Keystone’s mobile app, customers can effortlessly transfer money to accounts, purchase airtime and data, pay bills, apply for loans, and much more. This eliminates the need for Keystone Bank users to frequently visit the bank in order to conduct these tasks, which benefits both the business and the users. It all comes down to the requirement for a user-friendly interface.

The Challenge

During my NYSC orientation camp, we were divided into several banks and I ended up with Keystone Bank. I downloaded the app to my phone to do several transactions, and wow! It took me a while to figure out how things worked because of some inconsistent experiences, and as a result, I came up with a long list of issues with the platform. (But that came after I was able to complete the deal.)

DESIGN PROCESS (DESIGN THINKING)

Learning About Our Users

I went through the application reviews on the Google Play Store and Apple App Store to see if users faced similar problems, and yes they did. Afterward, I conducted some quick interviews with other Keystone customers to gather information on the issues they have with the Keystone Mobile app and suggestions for how to make it simpler for them to use.

Some Customer Reviews

Gotten from both Google Play Store and Apple App Store

A visually better Home Screen

The landing page is always the best incentive for conversion! The most creative approach is always to use colours, brand assets and feeling in a highly organized way.

Problem

• Quite busy with a distracting background

Solution

• Changed the visual hierarchy of information so that it’s easier for users to easily figure out actions to take.

Problem

• Visually, the interface looks quite outdated when compared to modern mobile designs, starting from the use of colors down to the hierarchy of information.
• The banks featured ad took the bulk of the home screen, deviating the user’s attention from the main purpose of using the application; to make transactions
• There are no quick links to make it easier for users to perform primary actions once they get on board.

Solution

• Removed all the unnecessary information, arranged the information hierarchy so a user doesn’t get confused by a busy interface.
• The home page isn’t meant to display bank’s ad because that is not the major reason a user visits the app. According to research, 80% of users visit to perform transactions and some view transactions history to check or send a digital receipt. To cut it short, a user only has quick links/buttons to perform primary actions and also to show recent transactions and an easy to use navigation pane at the bottom.

Problem

• There’s an absense of list of saved beneficiaries
• More so, users donn’t have the ability to view from all the lists of banks all at once but are allowed to view about 5 different banks per pop up.

Solution

• The redesigned screen contains a clean interface, with the top either showing the account details or account balance and also the daily transaction limit and the amount that has been used for that day
• It also contains the list of saved beneficiaries that auto-fills up the necessary fields
• It also shows the account name right after filling in the bank name and account number

Conclusion

The aim of this redesign is to improve the user experience and interface. I think I did my best to design a change that would benefit Keystone Bank customers more. I chose a few key screens to focus on, even if some screens were left off. I want to think the ones you’ve already seen communicate the concept well enough. I hope you enjoyed reading this.

Lessons Learnt: I have always shyed always from redesigning. I decided to work on this project after an actual experience with the application and seeing that other people also had the same experiences which made me realise that there’s always room for improvement, room to get better and to bring positive change around you.

Thanks for reading!