Boosting engagement & cutting support costs

Redesigned a banking platform to improve usability for customer-investors, increase engagement, and reduce support queries while promoting personalized financial advisor interactions.

Client

Caja de Ingenieros

Timeline

3 months

Team size

4 people

My Role

Senior Product Designer

Two smiling people looking at a phone together.

Better UX, lower costs, higher revenue

The redesign delivered significant business results: streamlined navigation improved user efficiency, strategic design changes reduced support queries while increasing financial advisor engagement, product restructuring optimized revenue by promoting high-value offerings, and Ilunion AA certification expanded market reach through inclusive design.

BetterUser experience

ReducedSupport queries

OptimizedRevenue

AccessibilityCompliance

Analyze, design, deliver

Analysis

We mapped the existing information architecture, analyzed user behavior data, identified pain points through research, and assessed technical constraints to establish the redesign foundation.

Strategic foundation

We developed an optimized navigation structure, created a jobs-to-be-done framework to align features with user needs, established a brand-compliant Design System, and built a component gallery for consistent implementation.

Design

We created detailed wireframes, developed targeted solutions for each module, and executed iterative refinement through continuous stakeholder and user validation.

Challenge 1

Navigation pain points discovery

The analysis revealed that users were consistently frustrated by deep navigation paths, with critical functions buried beyond 2 clicks. This insight drove the creation of a modular navigation pattern ensuring transaction actions remained consistently accessible.

User behavior data revealed significant discrepancies between actual usage patterns and current content hierarchy. The most frequently performed operations were not easily accessible, leading to a complete restructuring of the transaction flow and product arrangement.

Before and after comparison of the banking app home screen: the old long account list on the left and the redesigned home on the right.

Challenge 2

Creating intuitive user mental models

The establishment of five core modules (products, transactions, user profile, communication, and bank resources) provided users with clear, logical organization while our continuous feedback approach ensured every design decision was validated against real user needs before implementation.

Wireframe of the mobile home screen with notes pointing to the most common actions and to business goals in order of relevance.

Challenge 3

Turning limitations into user control

The limitation preventing automatic content refresh was transformed into a user empowerment feature. By making refresh timestamps visible and enabling manual refresh through intuitive swipe gestures, users gained transparency and control over their data currency.

Challenge 4

Design consistency builds user confidence

Establishing a comprehensive design system with reusable components created predictable interaction patterns that reduced cognitive load for users. When buttons, forms, and navigation elements behaved consistently across all sections, users could focus on their banking tasks rather than relearning interface behaviors, significantly improving task completion rates and overall user satisfaction.