Product design for regulated fintech and banking
Fintech UI/UX design for banks and financial institutions - mobile and web banking apps, superapps and internal tools. We design the moments that decide trust: the block, the refusal, the limit, the re-verification and the recovery, not just the clean demo flow.
Digital banking apps have converged. Transfers, templates and mobile wallets are excellent almost everywhere - in our study they scored full marks across the board. That parity is exactly why the product is no longer won on the happy path.
The gaps that decide trust open on the failure path: a declined transfer, an exceeded limit, a blocked card, a forgotten password. An app can feel great in daily use and still carry trust debt that surfaces the instant something is refused - and a refusal the customer cannot understand, or cannot recover from without a phone call, is where products lose people.
In a pilot study of seven retail mobile banking apps, kept anonymous, we scored each on the three axes. The pattern was consistent: maturity outran experience, and experience outran security - the weakest axis, and the real market gap.
One transparent formula, three weighted axes. We do not just check whether a feature exists - we score whether the app creates a calm, understandable, controllable experience. Every weight, criterion and penalty is on the table, so the ranking is defended by observable behaviour - steps taken, blocks explained, journeys finished without a call - not by taste.
Navigation and search, the core scenarios (steps, speed and clarity), design and readability, error and status clarity, and consistency - averaged into one experience score.
Function coverage, genuinely end-to-end digital processes with no office or paper, automation and self-service, and integrations that help rather than clutter.
Security that protects the customer, not one that shifts liability - checks that fire only on real risk, user control of limits, devices and sessions, plain explanations, and low friction.
TOTAL = 0.40 × experience + 0.35 × maturity + 0.25 × smart security
Every app runs the identical set of scenarios on one fixed platform, so the comparison is genuinely like-for-like. Each sub-score uses a behavioural 0-5 scale - 5 is best on the market, 3 is tolerable but the pain is felt, 0 is unsafe to use. Then, and this is the part that matters for a regulated product, security penalties are applied after the average:
A declined action or blocked card with no clear reason costs a full point. A refusal the customer cannot understand is a trust failure, not a feature.
If the only way back in is a phone call or a branch visit, with no real self-service, the score drops by one and a half - the heaviest penalty in the model.
Making the customer prove the same thing twice in one session costs half a point. Security should not make people pay for the bank's caution.
The evaluation tells you where trust breaks. Design closes it - and the same rigour runs through how we build the fix.
A shared set of standards, rules and components that keeps every screen consistent and makes the product easier to use, maintain and scale.
A standing peer-review step: our designers review each other's work and give feedback, so quality and consistency are held to a team standard, not one person's taste.
Interactive prototypes to present, test and refine the experience before a line of production code is written.
We test many options and keep the one that communicates most clearly - for example, evaluating many chart types before choosing the one that best shows a currency's share of a whole portfolio.
For each scenario we record the steps taken, the pain point and the reason for the score, and log critical incidents separately - so a rating can be defended, not just asserted.
We build around what people actually do. For customers who monitor results rather than manage day to day, the interface is made for fast, clear oversight - multi-currency balances recalculated in real time.
A design and usability engagement is sequenced and buyable. We own the outcome - a delivery unit, not a body shop.
Pick one platform and hold it constant, choose a MINI or FULL scope, and declare the weights up front - so every score is comparable and auditable.
The identical set of journeys runs on every app: access and recovery, daily banking, the digital office, and security and data - the failure path included, not just the happy path.
Score the three axes on the behavioural 0-5 scale, then apply the security penalties so one serious trust-failure cannot hide inside a comfortable average.
We show where the product loses trust, control and digital continuity, with per-axis leaders and a per-scenario evidence pack - critical incidents kept separate from the average.
Refusals become plain-language messages with a real next step, controls move into self-service, and journeys finish online without a call. We design it, and we own the outcome.
Thirty minutes, no slides, no account managers in between - a working conversation about where your product loses trust and how we would fix it.