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UOB TMRW - Unity

An effort to redesign and unify the UOB digital banking apps across all markets.

Service

Mobile App, Redesign

Client

UOB

Year

2022

UOBTMRW-Unity-Banner.jpg

The UOB TMRW is an all-in-one banking app that serves multiple markets in Singapore, Thailand, Indonesia and Malaysia.

The task is to redesign the app that is scalable and appeals to our target users through 10 months of engagement, including 8 usability tests with 745 participants across 8 key journeys.

Stationary photo

Our Design Principle

Unified. Efficient. Conversational. Adaptive.

Our purpose is to design an experience where every element contributes to the overall user experience, and to consider the end-to-end experience when building features, ensuring scalability.

Information architecture

Key insights:

What are the business outcomes: Scalable to accommodate PFS and TMRW banking products, as the TMRW’s IA was built for lean offering of products.

Customer pain points: Mental model mismatch within Profile, Settings and Payments, and unclear labelling of certain features and functions (e.g. (one-time payment, incoming fund transfer, mobile cash)

What are the design outcomes? 6 Redesigned pages based on feedback given from the business and customers via call centre, NPS surveys, card sorting and usability tests.
Updated icons and illustrations to make it more intuitive for customers to understand.
Integration of core features (Rewards+, chatbot)

To identify a unified information architecture to support business outcomes and customer pain points while designing for scale.

Design

UOBTMRW-Unity-Delivery-Login.png

Shortcuts were optimised to serve business and customer needs

  1. Relabelled ‘UOB secure’ to ‘UOB Access’ as all customers we tested with confused the meaning of ‘UOB secure’ with ‘Secure PIN’

  2. Most customers we tested with felt that ‘Scan QR’ and ‘MyPromptQR’ were convenient and frequently used functions

  3. ‘Apply’ was beneficial to the business as another entry point for onboarding

UOBTMRW-Unity-Delivery-Dashboard.png

We redesigned the dashboard using best practices from both Mighty and TMRW

  1. 12/15 customers we tested with preferred swipeable account cards because it is more convenient for them to view their accounts.

  2. The primary CTAs on the account cards were considered useful, convenient and aligns well with the customers’ expectations.

  3. 14/15 customers felt that the bottom navigation bar allowed them to easily access the different pages.

UOBTMRW-Unity-Delivery-Theme.jpg

Fresh palette

We have examined ways to enhance the perception of our brand among our users by introducing the new Fresh palette, which embodies the refined and vibrant essence of UOB TMRW. Users in Singapore have the ability to personalize their app experience using the theme switcher feature.

Tools and process

  • Figma

  • Adobe after effects

  • Bodymovin

  • User interviews

  • Usability testing

Things I learned

The overall goal was to create a welcoming and accessible experience for all users, which was achieved by considering the end-to-end user experience, designing for speed and simplicity, incorporating a personal touch, and adapting to local differences. The results and learnings from this project will further be used to improve the user experience in the future.

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