Back

Back

[Project 01]

Enhancing Accessibility in Digital Banking for Older Adults

Banking

Enhancing Accessibility in Digital Banking for Older Adults

[Project Overview]

The goal of this project, was to increase the overall accessiblity in digital banking for older adults. Through in-depth user research and usability testing.

[Problem Statement]

As banking services increasingly move online, many older adults face barriers in accessing and managing their finances digitally. Challenges include complex navigation, small text sizes, low contrast, unfamiliar security processes, and limited digital literacy.

[Industry]

Banking

[My Role]

Lead Designer

[Platforms]

Mobile

[ Project Timeline]

January 2025- August 2025

View Live Project

View Live Project

[Persona]

Jane Smith

Retired

I just want the checkout to be quick and painless—no surprises or unnecessary steps!

Age: 70

Location: Bedforddshire

Tech Literate : Minimal

Gender: Female

[Core Needs and Goals]

Manage finances independently

Simple, consistent interface

Clear navigation

[Frustrations]

Overcrowded screens

Hard To Navigate

No Human interaction

[Process]

[01] User Research

Conducted user interviews with 10 participants to understand what they struggle most about digital banking

Competitor/market anylsis was done to see various accessability featured ae used. And where could gaps

Benchmarked against competitors to identify best practices for checkout flows.

[01] User Research

Conducted user interviews with 10 participants to understand what they struggle most about digital banking

Competitor/market anylsis was done to see various accessability featured ae used. And where could gaps

Benchmarked against competitors to identify best practices for checkout flows.

[01] User Research

Conducted user interviews with 10 participants to understand what they struggle most about digital banking

Competitor/market anylsis was done to see various accessability featured ae used. And where could gaps

Benchmarked against competitors to identify best practices for checkout flows.

[02] Insights

Users were frustrated by unclear error messages and redundant form fields.

Mobile users struggled with small buttons and unresponsive layouts.

Trust the platform with her payment and personal information.

[02] Insights

Users were frustrated by unclear error messages and redundant form fields.

Mobile users struggled with small buttons and unresponsive layouts.

Trust the platform with her payment and personal information.

[02] Insights

Users were frustrated by unclear error messages and redundant form fields.

Mobile users struggled with small buttons and unresponsive layouts.

Trust the platform with her payment and personal information.

[03 Design Solution]

Simplified the checkout process into three steps: Cart Summary, Payment.

Added features like autofill suggestions and real-time error.

Added features like autofill suggestions and real-time error.

[03 Design Solution]

Simplified the checkout process into three steps: Cart Summary, Payment.

Added features like autofill suggestions and real-time error.

Added features like autofill suggestions and real-time error.

[03 Design Solution]

Simplified the checkout process into three steps: Cart Summary, Payment.

Added features like autofill suggestions and real-time error.

Added features like autofill suggestions and real-time error.

[04] Testing & Iteration

Conducted A/B testing with 500 users, comparing the original and redesigned flows.

Gathered feedback through usability testing and refined the design based on user input.

Designed a mobile-first layout with larger touch-friendly buttons and simplified navigation.

[04] Testing & Iteration

Conducted A/B testing with 500 users, comparing the original and redesigned flows.

Gathered feedback through usability testing and refined the design based on user input.

Designed a mobile-first layout with larger touch-friendly buttons and simplified navigation.

[04] Testing & Iteration

Conducted A/B testing with 500 users, comparing the original and redesigned flows.

Gathered feedback through usability testing and refined the design based on user input.

Designed a mobile-first layout with larger touch-friendly buttons and simplified navigation.

[Outcome]

25% increase in checkout completion rates.
30% reduction in cart abandonment on mobile devices.
40% improvement in perceived ease of use, as measured by post-launch surveys.

[Key Learnings]

Simplification is key

Users value a quick and easy process, especially on mobile.

Simplification is key

Users value a quick and easy process, especially on mobile.

Simplification is key

Users value a quick and easy process, especially on mobile.

Iterative testing pays off

Regular testing uncovered hidden issues and ensured the design met user needs.

Iterative testing pays off

Regular testing uncovered hidden issues and ensured the design met user needs.

Iterative testing pays off

Regular testing uncovered hidden issues and ensured the design met user needs.

Details matter

Small improvements, like error validation and mobile optimization, had a significant impact.

Details matter

Small improvements, like error validation and mobile optimization, had a significant impact.

Details matter

Small improvements, like error validation and mobile optimization, had a significant impact.

Select this text to see the highlight effect

Contact Me.

Contact Me.

LinkedIn

LinkedIn

E-mail

E-mail