CIBC Bank

Revamping CIBC's mobile app was driven by a dual mission: to address existing user pain points and to sculpt an interface that seamlessly blends simplicity with creativity. The redesign aimed to resolve operational issues, enhance user experience, and deliver a visually engaging interface that not only simplifies banking tasks but adds a touch of innovation to the user journey.

April 2023

The Problem

The existing issue with the CIBC banking app centers around its reluctance to incorporate new and dynamic ideas, resulting in a user interface that is notably dull and uninteresting. The app's failure to embrace innovative and youthful design elements has led to a user experience that lacks the excitement and engagement expected by a younger demographic. In today's competitive digital landscape, where user interface aesthetics significantly impact user satisfaction, CIBC's outdated design approach poses a substantial problem. To stay relevant and appeal to a diverse user base, there is a pressing need for the adoption of fresh, contemporary ideas that can inject vitality into the app and elevate its overall appeal. Addressing this problem is crucial for CIBC to remain competitive and resonate with the evolving preferences of its user demographic.

Ensure that users can easily find and access the features of the app and provide quick access to core functions.

Unique, creative but keeping the same pattern as the other banking platforms in Canada.

New , young, freash and helpful features!

The Goals

Research

I was curious to get feedback from qualitative and quantitative research, including Interviews and Surveys, to guide the improvements for a cleaner, more attractive, and intuitive interface, aligning with CIBC's branding.
Here’s a few takeaways that we found:

From The Internet

CIBC has 13 Million costomers (as of 2022) and 94% of them are based in Canada and between 25-34 years old.

Part of the customers applied for the CIBC card because of their new partnership with COSTCO.

From The People

1. Tell us about yourself (Name, Age, Profession, Nationality, etc.)
2. Why did you choose CIBC?
3. Banking: In person or Online?
4. How do you experience online banking? Through a website or Mobile App?
5. What do you use the app for? (Most important feature)
6. Is the app easy to use?
7. Is there any other banking app you use? (if yes, Which one do you prefer?)
8. Any additional comments about the app?
9. Is there any feature you’d like the app to have? Which one?

Meet Matthew

Matthew is 25 years old, he is a social individual with outgoing personality.
Based in Vancouver, BC.
He has a job in tech
Multiple bank accounts (with different institutions)
Goals: To be aware of his balance and and track his personal finances.
Wants: To build a good credit history.
Needs: Save time, pay bills on time, being able to track personal expenses and to manage it all from the app.

Design Solutions

Overhaul the interface: Redesign the app as contemporary, exciting, and appealing, reminiscent of some popular youth-inspired social networking or organization applications.

Place an emphasis on enhanced: graphics, vibrancy, asymmetrical layouts, immersive scrolling experiences, and feature engaging animations geared towards attaining and holding attention.

Stronger personalized experience: Implement a more customized experience by availing greater customization options.

Design Guidliness

User-Centric Approach:

Understand the needs, preferences, and behaviors of the younger audience (25-45 years old).
Prioritize user experience by creating a seamless, intuitive, and efficient interface.

Visual Identity:

Choose vibrant and energetic color schemes that resonate with the younger generation.
Incorporate modern and dynamic typography to enhance readability and aesthetics.
Utilize visually appealing icons and graphics to communicate actions and information.

Personalization:

Provide options to set profile pictures and nicknames.

Intuitive Navigation:

Use bottom navigation bars or tab bars for quick access to core features.
Implement clear and concise labels/icons/images for navigation items to prevent confusion.

Quick Actions:

Place frequently used actions (e.g., balance checking, transfers) within easy reach.
Implement shortcuts or widgets for quick access to account summaries or recent transactions.
Take advantage of the lower part of the screen!

Quick Support:

Offer a chatbot or AI-driven support system for answering common queries.
Provide easy access to customer support for more complex issues.

Offer PIN options as alternatives for authentication.

Accessibility:

Ensure the app follows accessibility guidelines, making it usable by all users, including those with disabilities.
Provide options for adjusting font sizes and color contrasts.

Design Process

Iformation Architecture

TRANSFER TASKFLOW

Wireframes

Solution

Logo Redesign

Redesigned the logo to reflect a modern and innovative image while retaining brand recognition.

Log In Screen

The redesigned login screen for the CIBC banking app introduces a modern and engaging approach by utilizing a full-screen interface, departing from the conventional lower part of the screen design. This innovative layout employs a visually striking, cool, and colorful interface, enhancing the overall user experience. By expanding to a full-screen presentation, the design not only captivates users with its aesthetic appeal but also provides a more immersive and inviting atmosphere during the login process. This departure from the traditional approach aligns with contemporary design trends, creating a memorable and enjoyable interaction for users. Importantly, this revamped design reflects CIBC's commitment to staying ahead in the digital banking landscape, offering not just functionality but an aesthetically pleasing, fun and user-centric interface.

One screen shows the ever first log in and the second one will be after you got remembered by the device.

I opted for icons in the menu for enhanced user experience, leveraging the visual recognition they offer. Icons facilitate quicker task identification and streamline interaction by providing a language-independent and space-efficient representation of functions. This approach caters to a diverse user base, minimizing language barriers and contributing to a more aesthetically pleasing interface. The use of icons aligns with a user-centered design philosophy, aiming to create a visually intuitive and satisfying navigation experience.

Quick View

Quick view is a feature that enables users to swiftly check their account balance using facial recognition. This convenient functionality allows users to access their account information without the need for traditional login credentials.

Home Screen

The main screen of the banking app prominently displays the frequently accessed features, curated to improve user convenience and satisfaction. These thoughtfully chosen features are designed to simplify the user experience and offer swift access to essential functionalities.

"My Cards" Screen

The "My Cards" screen stands as a pivotal and user-centric interface, empowering users with seamless control over their card activities and enabling them to promptly check their balances.

Cash Widthrawal Without Card

The newly designed feature for the CIBC banking app, enabling users to withdraw cash without a physical card, is a highly relevant and innovative idea in today's digital era. With the widespread adoption of digital wallets, many individuals have transitioned away from carrying traditional cards and wallets. This feature addresses the evolving needs of modern users who prefer the convenience and security of digital transactions. By eliminating the necessity of a physical card for cash withdrawals, the CIBC app aligns with contemporary lifestyle trends, offering users a seamless and secure banking experience. This not only enhances user convenience but also positions CIBC as a forward-thinking institution that adapts to the changing dynamics of digital finance, fostering customer satisfaction and loyalty.