Tripling Login Rate by Transforming Digital Banking Through User-Centered Design.
A six-month UX transformation that revolutionized Libro's mobile banking experience
through user-centered design.
By creating an intuitive, accessible platform with a sustainable design system, we helped Libro evolve from a traditional credit union into a modern digital banking leader, delivering enhanced value to both personal and business customers.
Challenges
Libro Credit Union’s mobile app failed to meet the needs of both personal and business banking users, including small business owners, corporate account managers, and financial administrators, due to limited features, poor mobile usability, accessibility barriers, and inconsistent design.
These factors eroded brand trust and reduced customer satisfaction and retention.
As digital banking became critical, Libro required a complete platform overhaul within six months to regain its market position and meet evolving user expectations.
Approaches
Our transformation strategy followed three focused phases & activities:
1. Strategic Immersion
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Conducted stakeholder interviews to align business goals
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Analyzed current system pain points and opportunities
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Established user personas.
2. Discovery, Ideation
& Validation
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Identified key pain points in account management and feature access
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Hypothesis development
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Conceptual wireframing
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Moderated concept testing
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Validated user needs across devices
* Hypothesis Development *
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Create a responsive website with a navigation system for personal and business accounts.
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Improve accessibility.
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Define a sustainable design system for consistency.
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Show the Financial Advisor's avatar to help build rapport and increase engagement.
* Moderated Concept Testing *
I like that. That was much simpler. When I tried to think about how I did it before, it wasn't as intuitive as this. – Staffer
The consistency is there, which is nice. It doesn’t feel like a break in the experience. - Laura
3. Solution Design
Synthesizing our findings, we identified key opportunities:
Streamlined account navigation
Consistent cross-device experience
Enhanced financial data visibility
Increasing engagement to help users reach their financial goals
Results
We transformed Libro's digital banking through key innovations:
Strategic Solutions
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Intuitive, task-focused interface for simplified banking
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WCAG 2.0 Level AA compliant design for accessibility
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Comprehensive design system for consistency and efficiency
Business Results
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Successful beta launch within 6 months
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Increased login rate x 3 for better user engagement and satisfaction
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Streamlined development and maintenance processes with reusable design system
Consistent Design System
We developed a comprehensive design system that improved user experience, enhanced development efficiency, and ensured cross-platform consistency.
This transformation established a scalable foundation for Libro's digital future while delivering immediate value to users and the business.
