Mobile banking | Marius Darginavicius

Mobile banking solution for Danske Bank

Cutting-edge mobile banking solution for Danske Bank customers to apply for a loan

Problem Statement

The problem we faced was that Danske Bank’s mobile application did not provide users with a straightforward way to access the loan application process.

Despite offering this service on the web, mobile users were unable to easily navigate to or initiate a loan application through the app. This gap in the mobile user experience was a significant barrier, especially as more customers prefer managing their finances through mobile devices.

Addressing this issue was crucial to improving the overall accessibility and convenience of our services, ensuring that customers could seamlessly would be able to get in a flow of applying for loans directly from the mobile app.

Overview

In the rapidly evolving world of digital banking, Danske Bank sought to improve the user experience for its Swedish and Finnish customers by enhancing the loan application feature within its mobile banking app. The goal of this project was to create a user-friendly interface that would allow customers to easily access and navigate the loan application process while also providing a clear overview of their current debt status.

Research

The project began with a clear understanding of the end goal: to create a mobile-friendly loan application process that was intuitive and legally compliant.

The research methods focused on identifying the best-fitting design pattern within the existing mobile app. This involved analyzing current features, understanding the bank's legal requirements, and ensuring that the user interface would be simple and easy to navigate for customers unfamiliar with the loan application process.

Key findings from this research highlighted the need to align with existing design patterns that users were already accustomed to, and to ensure that all copywriting was clear, concise, and compliant with regional regulations.

Final Solution

The final design was a refined version of the initial prototype, incorporating feedback from various stakeholders. It was then handed off to the development team for implementation. While still in production, the solution has already garnered positive feedback from stakeholders, who anticipate it will significantly improve the customer experience.

Key features of the final design include a simplified loan application flow with clear guidance at each step, easy access to relevant loan information, and a design that instills confidence in users, even those who may be unfamiliar with loan processes.

Results and Impact

As the project is still in production, the outcomes and full impact of the new feature cannot yet be measured. However, the potential reach is significant, with Danske Bank's mobile app boasting over 100,000 downloads in Sweden and Finland seperatly. The streamlined loan application process is expected to attract new customers and improve satisfaction among existing users.

Design inspiration

Ideation and Design

The brainstorming phase involved collaboration with Product Owners and Business Analysts, who provided detailed requirements and insights into how the design should align with existing mobile banking features. Guidance from the mobile banking design team was crucial in ensuring consistency across the app.

The selected solution drew inspiration from an existing feature in the mobile app known as the "Pension" section. This feature utilized a step-by-step guidance design and action cards with navigation buttons—elements that were both familiar to users and effective in guiding them through a process. This design pattern was adapted to fit the loan application flow, ensuring a cohesive user experience across the app.

Prototyping and Testing

Prototyping played a key role in the design process. I created detailed mockups and prototypes to present to the Swedish and Finnish business units for review of the copywriting, and to the mobile banking team for design approval. These prototypes allowed stakeholders to visualize the final product and provided a tangible basis for feedback.

During the testing phase, feedback focused on refining the copywriting to align with common communication standards in each country. Additionally, the design team provided insights on how to make the new feature blend seamlessly with the existing app's aesthetic and functionality.

Reflections and Learnings

This project provided invaluable insights into the complexities of designing for a mobile banking app managed by multiple teams within a large organization. The experience of working closely with the Swedish and Finnish business units to ensure that all copywriting met stringent legal standards was particularly enlightening. I learned the importance of efficient communication and collaboration, especially when dealing with region-specific legal requirements.

One of the major challenges was navigating the approval process, especially when the main mobile banking design team was difficult to reach. Despite these hurdles, the project was completed on time, with final designs and texts approved after several rounds of refinement.

Looking back, if I were to approach this project again, I would streamline the initial research phase by directly engaging with business stakeholders from the outset. This would have accelerated the copywriting process and allowed for quicker iterations on the design. Additionally, having gone through this process, I now have a deeper understanding of the flow and requirements for designing mobile banking solutions, which will undoubtedly make future projects more efficient.

This project has not only expanded my technical skills in mobile UX design but also honed my ability to navigate complex organizational structures and collaborate effectively across multiple teams and regions.