NATIONAL BANK

A BANK FOR THE NEXT GENERATION

Our client is the bank of choice for Indonesia's universities — woven into the daily lives of students, faculty, and institutions nationwide. But its first mobile app, launched in 2016, never caught on: adoption stayed low and feedback was underwhelming. A younger, mobile-first generation expected more, and the bank needed to answer fast. We opened with candid interviews across staff and customers, and one tension surfaced above the rest:

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.

Three Principles

We anchored the redesign on three experience principles:

1. Empower — visualize your money so better decisions feel obvious.
2. Connect — make sending, receiving, and supporting others' goals effortless.
3. Grow — make daily saving simple and rewarding enough to stick.

A New Mental Model

We introduced a time-based navigation structure — banking as a continuous relationship with your money, in a single view:

Past — reflect on spending through clear, honest insights.
Present — everyday actions: transfers and payments.
Future — plan ahead with savings and investing.

Results

The app launched July 5, 2024, with 30+ features shipped for the initial release and more staged for later. It holds a 4.9-star App Store rating and was awarded the iF Design Award 2024 and a Webby Award 2025