RETROSPECTIVE
User RESEARCH
Success
Transforming the SBI Mobile Banking App-YONO Through User-centric insights
From Insights to Impact: Elevating User Experience Through RETROSPECTIVE User Research for
the YONO App
During my tenure at SBI, I actively engaged in a groundbreaking retrospective user research project (a Voice of Customer [VoC] endeavor) aimed at gaining profound insights into user behavior, needs, and frustrations surrounding the recently launched YONO app.
This exceptional opportunity allowed me to directly engage with our esteemed SBI customers, fostering a deep understanding of their experiences and invaluable suggestions for app enhancements.
* This case study discloses limited information due to company policies and confidentiality.
the experience
In October 2019, I led a dynamic team responsible for conducting user interviews and surveys, orchestrating a citywide collection of feedback from 50 YONO users through comprehensive interviews and 150 users via thought-provoking surveys.
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This post launch UX Research approach encompassed targeted questions designed to holistically capture the user experience of the YONO app and elicit invaluable suggestions for improvement.
Guiding my team, I ensured the systematic documentation of findings, enabling the Digital unit to conduct comprehensive analysis and ideate transformative design solutions.
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This immersive experience not only enriched my understanding of user behavior and expectations but also reaffirmed my profound passion for empathetic understanding and engagement with users on a profound level.
Nurturing a people-centric mindset, this project resonated deeply with me, tapping into my innate skills of empathy, perceptiveness, and unwavering attention to detail. My resolute commitment was to ensure the authentic voice of our customers resonated throughout the process, ensuring their needs were genuinely represented and addressed.
A typical user survey response
THE RESULTS
Witnessing the tangible impact of this large-scale user research endeavor was incredibly fulfilling.
In September 2020, I was thrilled to witness the implementation of significant app enhancements, directly influenced by the invaluable feedback that was collected.
The YONO app underwent a transformative shift, enabling users to effortlessly check account balances and perform small transactions using MPIN or biometric authentication right from the launch page, eliminating the need for tedious app login procedures.
This realization of our collective efforts, resulting in meaningful improvements for our valued customers, truly reinforced the profound impact of user-centric research.
the TAKE-AWAY
This transformative project not only deepened my passion for UX research but also unveiled a world of endless possibilities for professional growth.
The experience reinforced my resolute belief in the paramount importance of understanding and empathizing with users to create exceptional digital experiences.
Empowered by these insights, I became even more determined to further develop my skills in UX research, leading teams, and continuing to advocate for user-centric design in all my future endeavors.
