NATIONAL BANK
A BANK FOR THE NEXT GENERATION
Our client is the bank of choice for university and educational ecosystems across Indonesia—woven into the daily lives of students, faculty, and institutions nationwide. Yet despite launching its first mobile banking app in 2016, adoption stayed low and feedback remained underwhelming. The bank needed a new kind of experience, and it needed it fast—one that spoke to the evolving expectations of a younger, mobile-first generation.
To understand where the experience was falling short, we conducted open-ended interviews with internal stakeholders and a selection of customers, gathering both their honest read on the current app and a sense of where the bank wanted to head next. One tension surfaced clearly above the rest: leadership envisioned an app that played a central role in everyday banking life, while customers remained largely unaware of the many features and services the app already offered.
The Vision
With such a large and loyal user base already in place, we saw this not merely as a redesign but as an opportunity—a chance to give users as many banking experiences as possible while building healthy financial habits that, in turn, would reward them for coming back. The platform needed to rest on three experience principles:
- Empower users to learn financial responsibility by visualizing their actions, encouraging better behaviors and smarter decision-making.
- Connect people by making it effortless to send and receive funds, and to support one another's goals and dreams.
- Grow savings by simplifying the process and making daily saving more rewarding, helping users reach financial stability over time.
A New Mental Model
True to our theme of empowering users to take control of their finances, we introduced a time-based navigation structure—one that reframes banking not as a series of tasks, but as a continuous relationship with one's own money:
Past lets users reflect on their spending habits through clear, honest insights. Present focuses on everyday actions like transfers and payments. Future empowers users to plan ahead with savings and investment tools—all in a single view.
Results
Our client launched the app on July 5, 2024, and quickly gained traction, earning a 4.9-star rating on the App Store. Our design team ended up working on 30+ features with flows for the initial launch, and some more for the future releases. The work was awarded with iF Design Award 2024 and Webby Award 2025
