Redesigning YONO SBI
Restructuring the user experience and journey within the YONO SBI app's transaction and shopping sections, while also enhancing the overall UX of the current application.
Role
Tools
UX researcher
Protoypting
Product Designer
Duration/Project Type
3 weeks
Figma
Google Suite
Pop Marvel
Miro
What are SBI and YONO?
The State Bank of India (SBI) is the largest bank in India with over 450 million accounts and is also one of the biggest corporations in the world.
YONO is an integrated digital banking platform, with more than 27 million users, offered by SBI to enable users to access a variety of financial and other services.
Why am I redesigning YONO?
In my year-long interaction with the YONO App, I've encountered multiple issues that significantly mar the user experience, a concerning aspect considering SBI's reputable stature. The app's cluttered interface, outdated design, and disorganized layout have prompted me to undertake the task of overhauling its usability.
Despite being well-versed in complex interfaces, I found myself grappling with navigation and essential feature discovery within the app. This concern hit home when I assisted my aunt, who was advised by SBI to use the app due to pandemic-related passbook limitations. Her struggles highlighted the app's complexity. This spurred me to initiate a redesign of the YONO App interface, aiming to create a more user-intuitive experience for both technologically inclined users and those less comfortable with digital platforms.
Who are the users?
Overview of Case Study
1. The Current Design
Before we dive into the process, let’s check out the old UI.
2. App Analysis
As I had already used the app, I had an idea about the basic working of the app. So I decided to do an in-depth analysis of the app. To know all the hiccups of the app, I wanted to understand the features, overall structure and architecture, and navigation.
3. Surveys and Interviews
I reached out to 14 users, who have a bank account in SBI and use YONO App for reviews, issues about usability or functionalities on the existing product. Out of 14 users I also got to conduct to 3 user interviews. I’ve categorized the complaints into 5 key pain points :
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Users find the onboarding process quite daunting. They want a simple login page.
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Most of them aren’t aware of/don’t use all the features of YONO. Like the YONO Cash feature, shopping, Insurance, Demat, & Fixed Deposit are rarely used.
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Users would really like to check out the balance amount on the primary screen itself. Together with that, a feature wherein they may easily toggle between different bank accounts.
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Users find it difficult to understand their current position in the app. Moreover, the app has different back buttons placed at different positions.
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Users want to transfer money without scrolling into 10 different screens and different options
4. App Reviews
After checking the reviews, it’s clear that users are having a hard time using this app and are quite frustrated and disappointed with the service of India’s topmost bank.
The problems faced by these users are quite similar to the survey I conducted. So, this clearly shows that SBI needs to update the app as per the convenience of its customers.
Objectives
After considering the pain points, I found various issues that I could work upon. The most important objectives are :
Design Objectives
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Simplifying the UI, making it as clean as possible by reducing clutter.
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Optimizing UX for target customers.
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Saving time by avoiding unnecessary steps.
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Adding focus to main features like YONO Pay, Investing, and shopping.
Business Objectives
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Adoption of users from traditional branch experience to the mobile app.
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Retention of customers.
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Lesser hassles and steps, increased efficiency.
Initial Work
Starting off with Competitive Analysis.
Well, this didn’t make the task easy. Other Indian banks have similar and confusing UX. So, then I thought of checking banks all over the world.
I came across Revolutt a UK Based banking app. This app is considered to be one of the best banking apps around the world. The secret behind their fame is they purely work on user experience. Since, it’s banking app it has a lot of security, but I still got a lot of information about it’s architecture and UI through internet. This app has helped me in coming up with better design.
Sketching
I analyzed Yono SBI's website, competitors, and banking apps, then sketched layouts to create an optimal design. This allowed me to prototype solutions for key screens before progressing to high-fidelity designs, informed by user understanding and analysis.
Color Palette
Redesigned App
Transactions History
Check your spending coherently with the help of the graph. Now, you can toggle and add as many bank accounts you have in SBI. Also, you can check detailed history of each and every transaction. Feature of m-passbook also helps the user download/view the pdf version of transactions.
Developed the app
After designing the app, I wanted to brush my app development skills. Since I have a certification in Flutter App development, I decided to make YONO App. App development is a journey in itself. There were a lot of things that made me realize the importance of a good design. Currently, the app which I have made is static and has no backend connected to it.
This is the link to my github repository.
Things I learned
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Always work on sketches and wireframes before jumping onto high-fidelity prototypes.
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User Experiences is extremely important.
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Research and take help to find the best possible solution for products.
