FinEdge Banking – Mobile App UX Redesign

Project Overview

FinEdge Digital Bank, a Birmingham-based challenger bank with 180,000 customers, faced a critical UX crisis: their mobile banking app was generating a steady stream of 1-star reviews citing confusing navigation and missing core features.

The Challenge

A 2.1-star App Store rating was actively damaging new customer acquisition as prospective customers checked reviews before downloading. Meanwhile, confused users were flooding the support team with calls that should never have been necessary.

Our Solution

We conducted deep user research before touching a single pixel, then redesigned from the ground up:

• Comprehensive user research including 40 interviews, 6 usability sessions, and heatmap analysis
• Complete information architecture redesign simplifying navigation from 9 tabs to a task-based 4-tab structure
• Biometric authentication implementation with Face ID, Touch ID, and PIN fallback
• Instant payment UX redesign reducing transfer completion from 7 steps to 3 steps
• Personalised spending insights dashboard with category breakdowns and budget goal tracking

Key Results

• App Store rating improved from 2.1 to 4.7 stars within 3 months of the redesigned app release
• Customer support tickets related to the app reduced by 68%
• Average user session duration increased by 3.2 minutes indicating stronger feature engagement
• New account opens via the mobile app increased by 89% post-redesign launch

Technologies Used

Figma, UserTesting, Hotjar, Maze Usability, iOS Swift, Android Kotlin, Biometric SDK, Design System