About the Client
Itaú is the largest Latin American bank with approximately 100,000 employees and operations in 20 countries throughout the Americas, Asia, and Europe. Itaú is also known for its substantial investments in research and innovation.
Project Context
Back in 2009, Itaú launched a project to upgrade their existing mobile banking experience for customers. The objective was to bring new features, modernize the interface, and make it easier to use by a broad audience.
At that time, Itaú identified that tech-savvy customers were the primary users of the mobile platform. Make it accessible was a primary goal, and usability became a central pillar of the project. Our consulting company was hired to support the design and validation of the new mobile experience, before sending it for development.
Technical limitations of the mobile platform was also a critical point to manage. Limited internet connection, poor browser support, and lack of standards was a harsh reality. Our team was responsible for researching references, trends and best practices that would help to solve identified usability problems.
My participation
Multiple teams participated in the project. Our consultancy was focused on:
• Assessing customer and business needs;
• Aligning stakeholders with mobile trends and best practices;
• Reviewing current interfaces and proposing design solutions;
• Developing wireframes and high-fidelity prototypes;
• Planning and executing usability tests;
• Testing beta versions and identifying potential usability issues.
Main deliverables were:
• Competitor Analysis
• Mobile Best Practices Report
• Needs Assessment Report
• User Task Analysis
• Sitemap
• Wireframes
• Design Specifications
• Usability Reports
• Demo Revisions
Results
The user adoption of the new Itaú mobile platform exceeded expectations. It had over 630.000 downloads on iTunes in the first six months, growing at a steady rate. Usability performance indicators presented positive results, and also identified new opportunities for improvement. Due to the high demand, Itaú decided to create an in-house department to meet specific needs of mobile devices. Today Itaú 30 Horas App has 11+ million active users.
Follow are some
Our team was responsible to execute usability tests to evaluate the new design concepts.
More than 60 people participated using different mobile devices.
More than 60 people participated using different mobile devices.
Illustrative Image. Credit: Mike Lee
Print screen of a prototype created by our team. It emulates the new interface using a Blackberry.
The final design documentation had 200+ wireframes describing details of the interface for different types of devices.
The final design documentation had 200+ wireframes describing details of the interface for different types of devices.
Final interface for iPhone produced by Itaú team after receiving our design specifications and recommendations.
