HB Padie is a banking app tailored for the dynamic Nigerian market, seeking to merge traditional banking wisdom with innovative technology. The existing version of HB Padie faces usability challenges, hindering a seamless user experience. The goal of this case study is to explore the redesign of HB Padie, driven by the vision to transform it into not just a banking app but a catalyst for achieving the Nigerian Dream.
HB Padie is developed by Heritage Bank for the dynamic Nigerian market. It is positioned to bridge the gap between traditional banking and the digital age, acknowledging that banking is intricately connected to the dreams, ambitions, and financial journeys of its diverse user base. The decision to redesign HB Padie stems from recognizing usability challenges and providing an opportunity to enhance the user experience. The vision is to bring the financial aspirations of millions closer by introducing innovative features and services.
My design process is a continuous cycle of creation, testing, learning, and refinement, that not only enhances the quality of the final design but also helps me foster a culture of adaptability.
In a bid to understand the experience of users, I gathered valuable insights from 3 direct competitors in Nigeria's financial services sector. Findings revealed that:
Users lack an efficient means to access receipts and transaction records, facing navigation challenges and incomplete histories.
Simplification of the registration process is paramount, aiming to eliminate the need for users to physically visit a bank branch for registration, promoting accessibility.
Users highlight the need for improvement in error messaging to accurately reflect the cause of issues.
Users express concerns about the efficiency of customer support channels and responsiveness to issues encountered while using the app.
The app's user interface and overall user experience need improvement to make it more intuitive and convenient.
I started my research by interviewing 40 existing users about their frustrations. The key findings from my research are below:
The majority of users are between ages 18-35.
About 60% of users use the HB Padie app at least once a day.
78% of users encounter one specific challenge or the other while using the app
User Personas
These personas represent specific types of users who could be potential users of our solution. The personas helped assist me in selecting the right individuals for interviews.
Age: 35 Years
Education: Graduate
Job: Marketing Manager
Pain Point:
Encounters delays, lags, or errors that impact their banking experience.
Encounters delays, lags, or errors that impact their banking experience.
Encounters delays, lags, or errors that impact their banking experience.
I explored a wide range of possibilities for the proposed solution to the users' frustrations and challenges following the flow on the HB Padie app.
I conducted an unmoderated usability study where 5 users where asked to perform certain tasks in the high fidelity prototype.
Working on the HB Padie project as the sole team member — the designer, project manager, product manager, and researcher — was a challenging but enlightening journey. One significant lesson learned was the importance of removing personal biases and prioritizing user needs over my own preferences. This shift in focus greatly enhanced the project. Additionally, I gained insights into effective time management, multitasking, and the value of adaptability in a solo role. Overall, the experience taught me the importance of user-centered design and wearing multiple hats to deliver a well-rounded solution.
©2024 Faith Oluwale. All Rights Reserved.