Redefining Banking Experience For Nigeria's Leading Financial Institution
First Bank of Nigeria is a multinational bank and financial services company with headquarters in Lagos, Nigeria. The bank specializes in retail banking, with a client base in West Africa of over 42 million customers.
Ottawa, Ontario, Canada
2006
E-commerce
$1.578 billion (2019)
5,000+
Challenge
To strategically reposition their brand, and to establish a unique presence, FirstBank needed to create a consistent digital presence across all 12 markets (Ghana, South Africa, Guinea, Gambia, Sierra Leone, DRC, UAE, United States, UK, France, China).
Solution
In this project, we actively engaged in close collaboration, conducted extensive user research, and took on the responsibility of bringing their vision to fruition while injecting a new external perspective into their organization.
35%
Improved onboarding process
25%
Increase in user retention
84%
Increase in time spent on website
Process
Research & Analysis: We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights
Information Architecture: Based on the research findings, we restructured the app's navigation and content, prioritizing features and information according to user needs.
Wireframing & Prototyping: We designed low-fidelity wireframes to visualize the new layout and navigation, iteratively refining them based on user feedback. Afterward, we built a high-fidelity, interactive prototype to test the design.
Usability Testing: We conducted usability tests with a diverse group of users to validate the design and identify areas for improvement. Based on the feedback, we made necessary adjustments to the design.
Visual Design & Style Guide: We developed a cohesive visual language, including color schemes, typography, and iconography, ensuring consistency throughout the app. We also created a style guide to maintain design consistency in future updates.
Dark Mode
Mobile Screens
Conclusion
The modernization of the subscription management platform successfully addressed the core usability issues and improved the overall user experience. By focusing on simplifying the interface and optimizing workflows, we were able to create a more efficient and enjoyable platform for users. The significant improvements in user engagement, satisfaction, and subscription rates underscore the importance of user-centric design in achieving business success.