International Mobile Banking UX Audit
A large-scale UX audit of a major mobile banking application used by customers in Nepal and by Nepali workers and students living abroad.
The project focused on understanding how customers manage everyday banking, payments, remittance-related activities and account access across different countries and life contexts.
Client identity withheld due to confidentiality.
Context
Mobile banking is especially important for Nepalese customers living abroad. Many depend on banking applications not only for local activity but also for monitoring accounts, transferring money, supporting family and managing responsibilities back in Nepal.
The product needed to serve
- Customers living in Nepal
- Migrant workers
- International students
- Long-term residents abroad
- Users sending money to family
- Customers with different levels of financial and digital literacy
The challenge
- Which banking features mattered most
- Which workflows caused confusion
- How international users behaved differently
- Where customers lost confidence
- Which features were difficult to discover
- How navigation and hierarchy affected task completion
- How to feel more modern without becoming unfamiliar
Users
Research participants spanned age groups and markets — Nepalese customers living in Nepal and across more than seven international markets. Country-level detail is kept general for confidentiality.
Research & discovery
- 26 user interviews
- Reviews from UX professionals
- Internal stakeholder input
- Existing-product evaluation
- Competitive review
- Behavioural pattern analysis
- User-friction mapping
- Feature prioritisation
Areas evaluated
- Home dashboard & balances
- Balance privacy
- Login, biometric & authentication
- QR payments & transfers
- Local payment-rail flows
- Transaction history & statements
- Scheduled payments & favourites
- Search & service payments
- Confirmation & feedback states
- Navigation, accessibility & hierarchy
- Thumb reach & mobile ergonomics
Key findings
Navigation & hierarchy
Important actions weren't always where users expected. High-frequency journeys competed with promotional content and secondary services.
Feature discoverability
Useful capabilities existed but weren't consistently discoverable; some users were unaware of features that could reduce repeated effort.
Transaction confidence
Financial products require immediate, clear confirmation. Weak or unclear status could create unnecessary anxiety.
Personalisation
Users wanted faster access to repeated actions, favourite recipients and frequently used services.
International use
Customers abroad prioritised account monitoring, remittance-related behaviour, statements and support for family activity in Nepal.
Accessibility & readability
Typography, contrast, information density and content hierarchy needed improvement for broader usability.
Recommendations
- Clearer primary navigation
- Better home-screen prioritisation
- Reduced banner dominance
- Improved search & statement access
- Better favourite & repeated-payment flows
- Clearer success, pending & failure states
- Better biometric & login flows
- Greater personalisation
- A scalable design-system direction
Complexity
- A highly regulated industry
- Financial trust & security concerns
- Users in multiple countries
- High-frequency and high-risk tasks
- Existing legacy behaviour
- Multiple stakeholders
- Balancing familiarity with modernisation
What this project demonstrates
Selected project details have been anonymized due to client confidentiality. No client names, logos or private information are shown.
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