Qore - Elevating Core Banking for Businesses
SAAS. B2B . User Research . UI . UX design
My Role
Design Leadership, User Research & Analysis, User Flow, Information Architecture, Wireframing, UI design of the web platform, Coordinating with Developers.
Team
3 designers, 1 product manager,
1 project managers, and 3 engineers.
Tools
Figma, Miro, Dovetail, Usability Testing, Lookback.
Year
2022
ℹ️ what is qore?
Qore is a leading Core Banking Software as a Service (SaaS) provider, with 15 years of industry experience. Qore empowers financial institutions deliver fully digital banking solutions to their customers.
🤕 the problem
Qore faced a decline in market share amid new competition, as customers grappled with usability issues, navigation challenges, and a lack of personalized experience. How might we create a seamless digital banking journey, ensuring customer retention and attracting new users in the face of rising fintech competition.
💡the outcome
Qore's user-centric approach led to significant success. By addressing user challenges and enhancing satisfaction metrics, the brand achieved a holistic, metric-driven outcome. The strategic focus on positive brand perception and attracting a diverse user base positions Qore for sustained growth in the dynamic digital banking landscape.
🎯 the goal
Simplified UI, Minimized Clutter, Maximized Ease of Use.
🌐 Create seamless digital banking, ensure cross-platform consistency, and eliminate unnecessary complexity for users.
🧭 Simplify navigation for improved usability, retaining and enhancing the experience for existing customers.
🚀 Implement personalized dashboards, attracting new customers and elevating Qore's market presence.
🗣️ qualitative interviews
Understanding User needs and Pain points
Conducted interviews with 7 end-users to better understand the problem.
User Interview Questions
• Have you recently used Qore's or similar digital banking applications? Share your experience.
• Can you pinpoint any specific usability challenges you've faced in digital banking apps?
• How crucial is a consistent experience across different digital platforms for your banking preferences?
• When navigating digital banking apps, what aspects do you find user-friendly or challenging?
• How valuable are personalized dashboards to you, and what features would you find most beneficial?
• Describe your ideal digital banking experience in terms of simplicity, navigation, and personalization.
.• What features or improvements would you suggest to enhance Qore's digital banking journey and market presence?
🔍 interview analysis
Grouped similar themes to identify common patterns and trends
This enabled me to pinpoint key insights that contribute to enhancing Qore's experiences. Below is a snippet of grouped data.
🔍 interview insights
There were a few interesting key findings
The Key findings facilitated my understanding of user pain points and requirements, guiding me in prioritizing enhancements for the Qore end-user platform.
🌟 Ideal experiences revolve around simplicity, intuitive navigation, and personalized dashboards.
🚧 Users faced challenges like recurring payments and customer support, signaling the need for targeted usability improvements.
📊 Personalized dashboards was highly valued users, particularly for insights into spending patterns, budgeting, and business financial performance.
🤔 While users appreciate simplicity, there's a desire for better visibility of advanced features of the platforms services offerings
🔄 Consistency across devices is crucial for users who switch platforms frequently, highlighting the need for a uniform user experience.
🚀Improving visibility of platform services and enhancing categorization for easy accessibility
📋 quantitative survey
Grouped similar themes to identify common patterns and trends
This enabled me to pinpoint key insights that contribute to enhancing Qore's experiences.
📊 competitive analysis
Grouped similar themes to identify common patterns and trends
This enabled me to pinpoint key insights that contribute to enhancing Qore's experiences.
We grouped our target audience into archetypes
This enabled me to pinpoint key insights that contribute to enhancing Qore's experiences.
👟 mapping the user journey
Laying down all the information to find opportunities
Now that we knew our target audience and their pain points, we laid down all this information, along with their thoughts and actions- from when they download the app to when the access the platform dashboard interface. below is a snippet of the user journey map
🧱 architecture
Leveraged insights on key findings and pain points to construct the new layout Qore's banking platform
One significant challenge our users encountered revolved around navigation and the intuitive friendliness of the user interface. Recognizing this pain point, we undertook a comprehensive overhaul of the information architecture, reconstructing it from the ground up to effectively address these specific needs.
✍🏽 wireframing
Laying down all the information to Sketching out the wireframes on paper, first for mobile and then desktop
Now that we knew our target audience and their pain points, we laid down all this information, along with their thoughts and actions- from when they download the app to when the access the platform dashboard interface. below is a snippet of the user journey map
🧩 design system
Overcoming challenges, and user-centric creativity guided by a solid design system.
A robust design system was pivotal to maintaining consistency through a well-defined design framework.
🎨 visual design
Streamlined, user-friendly, and modern interface.
Now that we knew our target audience and their pain points, we laid down all this information, along with their thoughts and actions- from when they download the app to when the access the platform dashboard interface. below is a snippet of the user journey map
Old Dashboard Interface
New Dashboard Interface
Walkthrough of Revamp Qore Banking Platform
After multiple iterations, informed by user testing and team feedback, we have developed a modern, trendy, and seamless banking platform.
See how it works: View the demo now. 🏆 result
A successful revamp
Increased User Engagement 📈
69% growth in monthly active users.
Enhanced Customer Satisfaction 😊
55% increase in satisfaction scores.
Positive Brand Perception 👍
25% rise in positive brand mentions.
🌟 takeaways
What I learnt on this journey
Prioritizing a User-Centric Iteration, which involved addressing specific user challenges, resulted in enhancements that effectively catered to a wide range of user needs and preferences.
A holistic user experience is attained by recognizing the necessity for personalized and tailored expenses. A one-size-fits-all approach is no longer effective; experiences must evolve and be customized for each user.
Enabling users to personalize their experience is an investment that may influence retention rates, either positively or negatively.
Achieving strategic growth involved expanding the user base by introducing enhanced features suggested by users and market trends.
Lastly, Being a market leader doesn't mean you have the biggest house on the street; there's always room for improvement. Stay ready to achieve more by continuously exploring new opportunities and refining your strategies.
