Certificates of Deposit and Term Deposits for a digital-first bank, redesigned from rigid branch processes into a guided mobile journey on iOS and Android. I was UX Lead.
Stakeholders from traditional banking assumed dense verification steps built trust. Customers expected the opposite: growing their money without banking jargon. The design had to earn the trust of both.
The branch process, moved onto a phone
An 8-screen booking that copied branch paperwork, one screen per step.
25+ entry fields that exposed internal database attributes.
Dense legal blocks with mandatory timers, before anything else.
Abbreviations like CD and TD with no explanation.
How we got there
Co-mapping: stakeholders, compliance officers and designers went through the branch forms together and removed fields that added nothing for customers.
Timed role-play: prototypes of the digitised branch flow and the guided flow, timed side by side.
Legal review: making the case to auditors that disclosures at the right step build more trust than a wall of disclaimers upfront.
8 branch screens → 3 guided steps
① The digitised branch flow stakeholders started with ② The guided journey we designed
The redesign kept every compliance requirement and changed where and how each one appears.
A guided three-step journey
Amount and tenure, then payout preference, then review and confirm, with a progress tracker throughout. Yields recalculate live as choices change, so exploring the options teaches the product.
12 inputs instead of 25+
Backend defaults and progressive inputs cut the fields the customer sees by 52%.
Agreement at the end, education inline
Terms move to the final summary as a clear checklist with collapsible helpers. Tooltips and comparison drawers explain CD versus TD inside the flow.
Validation results
4 screens to book a deposit, down from 8.
12 form inputs, down from 25+.
6 minutes to complete in timed prototype tests, against 18.
8 of 10 interviewees said “I understood what I was doing”.
Measured with prototypes, stakeholder role-play and interviews before launch, not production data.
Exploring teaches the product
① Quick amounts ② Yield and maturity update as choices change Recreated prototype · pre-launch
Jargon explained where it appears
① CD vs TD in a bottom sheet, without leaving the flow Recreated prototype · pre-launch
Payout choice shows its outcome
① Two payout options ② The amount you’ll receive Recreated prototype · pre-launch
Compliance at the end, as a checklist
① Collapsible disclosures ② One agreement ③ Confirm stays disabled until agreed Recreated prototype · pre-launch
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The full case study goes deeper, with every decision up close, more screens and the reasoning behind them.
