Raiffeisen Bank

2022

Scaling mobile usage via redesign

I rebuilt the app architecture and design to scale the B2B user base beyond 200K and move them from web to mobile.

Challenges

Users' view — Managing accounts
is difficult due to no sorting, hidden deposits, and hard-to-find statements

Users' view — Managing accounts is difficult due to no sorting, hidden deposits, and hard-to-find statements

Company's view — We need
to increase penetration with the mobile app among web users

Company's point —
We need to increase penetration with the mobile app among web users.

My view as a designer — The outdated design, unchanged since 2018, differs between B2C and B2B apps

My view as a designer — The outdated design, unchanged since 2018, differs between B2C and B2B apps.

Developers' view — We have legacy system slows feature development

Developers' view —
We have legacy system slows feature development.

Users problems discovery

I analyzed feedback from interviews, chat support, and reviews to identify issues, focusing on five key problems:

Separate 'Account history' and 'Payment history' confused users and led to misclicks

Users expected to see pending payments in "History," but only saw past transactions

No sorting showed inactive accounts with outdated data first

Users expected the same account view
as on the web

Business users wanted the same account view as on web

Open deposits weren’t visible in the app, leading to confusion

It wasn’t clear that tapping an account would open its statement

Old app design overview

Missing contractor history

Payments to contractors did not appear in the Account History on the main screen because only card and bank payments were shown. This confused users who expected to see contractor payments in the app just like on the web version.

Cross-platform inconsistency

The app had inconsistent designs on iOS and Android and had been outdated since 2018.

B2B and B2C app inconsistency

Inconsistency between B2B and B2C apps

User experience in Raiffeisen Bank differed for private and business clients.

Raiffeisen Bank users had different experiences as private or business clients.

Competitors research

Competitors research

1st iteration of the redesign

The process started with a simple step: updating the screen as-is to refresh the code and prepare for future feature development.

2st iteration of the redesign

1st iteration of the redesign

Horizontal scroll was replaced with a list, similar to the web version

Also, with new products coming, horizontal scroll was no longer scalable.

The process started with a simple step: updating the screen as-is to refresh the code and prepare for future feature development.

2st iteration of the redesign

Full account list view replacing horizontal scroll

Account sorting was aligned with the web version to make statement access more intuitive. With new products coming, horizontal scroll was no longer scalable.

Unified history for all account transactions

I merged duplicated histories into one History section and removed transactions from the Main screen.

Unified navigation

Users started to have a more consistent experience across the app, and in 2024, the B2C app also improved its design, making the apps even more cohesive.

Lesson learned

After the update, some users found it harder to find contractor payments among their card charges.

This showed that major updates need more research and validation before they go live.

Result

App penetration growth by the end of the release year

+11,5%

App Store rating

4,7✦

Next project → Money transfers for business

Raiffeisen Bank

2022