Brac Bank — Mobile Banking UX Redesign
Brac Bank, a leading commercial bank in Bangladesh, serves millions of customers via branches and digital channels. The Brac Bank Mobile App is central to its digital strategy, offering convenient and secure banking services. This case study examines the app's design, features, and performance, and its impact on customer experience.
We redesigned the app to enhance user experience with a refreshed interface and updated features like unified account management, simplified transfers, and personalized banking product recommendations. The project aims to boost customer satisfaction and support the bank's digital transformation goals.
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Research & Discovery
Before touching the interface, I spoke with existing app users and mapped the current account, transfer, and recommendation flows to find where the friction really lived.
Rafiq Ahmed
32 · Marketing Manager · Primary personaGoals
Check balances and move money between accounts quickly, without digging through menus.
Frustrations
Account info felt scattered across screens; transfers took too many steps to complete.
"I just want to see all my money in one place and send it without thinking twice."
Says
"Why do I need four taps just to send money to my brother?"
Thinks
Worries about mistyping account numbers during transfers.
Does
Checks balance multiple times a day; avoids the app for anything beyond the basics.
Feels
Anxious about security, impatient with slow loading screens.
01 Fragmented accounts
Users with multiple accounts had no single view of their total balance, forcing them to switch screens constantly.
02 Buried transfers
The transfer flow was nested three levels deep in the navigation, and beneficiaries had to be re-entered often.
03 Generic recommendations
Product suggestions weren't tailored to spending habits, so users tuned them out entirely.
Visual Design & UI
The visual system leans on Brac Bank's brand blue paired with generous whitespace and clear typographic hierarchy, so account numbers and balances stay scannable at a glance.
Key Takeaways
Unify before you decorate
Consolidating accounts into one dashboard mattered more to users than any visual polish — it removed the biggest daily friction point first.
Shorten the path to money movement
Cutting the transfer flow from five steps to two, with saved beneficiaries, was the single change users mentioned most in follow-up interviews.
Personalization needs real data
Recommendations only felt useful once they were grounded in actual spending patterns rather than generic product pushes.