Bank of America

Redesigning one of the biggest banking apps in the US

Role

Product (UX/UI) Designer

Industry

Finance

Duration

3 months

a cellphone leaning against a wall
a cellphone leaning against a wall
a cellphone leaning against a wall

Overview

At first glance, the app is a near 5-star success in the Apple App Store. However, further inspection into the app store revealed ample discontent with the current app's design and the company's service. I took on this project as a project of my own. My goal here was to identify design improvements that could boost brand loyalty and user retention through design.


AI-enabled research: categorizing challenges to user retention

My research began by identifying common complaints about the mobile experience. This was achieved by gathering App Store reviews and ratings, and reading through each one and assigning categorized issues throughout each review. Five areas of improvement emerged from this step:

  1. Navigation (information architecture)

  2. Customer Support

  3. Notifications

  4. Transaction management

  5. Erica's Usefulness (AI assistant)

While the research was 100% human-led, I used chatGPT to help me verify and validate my findings. This consisted of using chatGPT's 4o model for image-to-text recognition, prompting for a summary of each review and and action items to improve the design.

Overview

At first glance, the app is a near 5-star success in the Apple App Store. However, further inspection into the app store revealed ample discontent with the current app's design and the company's service. I took on this project as a project of my own. My goal here was to identify design improvements that could boost brand loyalty and user retention through design.


AI-enabled research: categorizing challenges to user retention

My research began by identifying common complaints about the mobile experience. This was achieved by gathering App Store reviews and ratings, and reading through each one and assigning categorized issues throughout each review. Five areas of improvement emerged from this step:

  1. Navigation (information architecture)

  2. Customer Support

  3. Notifications

  4. Transaction management

  5. Erica's Usefulness (AI assistant)

While the research was 100% human-led, I used chatGPT to help me verify and validate my findings. This consisted of using chatGPT's 4o model for image-to-text recognition, prompting for a summary of each review and and action items to improve the design.

a cellphone leaning against a wall
a cellphone leaning against a wall

User feedback. Easy find.

a cell phone on a rock
a cell phone on a rock

chatGPT's multimodal feature was used to analyze reviews and categorize issues

Design roadmap and planning

By aggregating the themes and summaries, I created three key action items to improve the mobile experience:

  1. Improve navigation throughout the app, rethinking information architecture around the areas of improvement identified in the previous step of research.

  2. Redesign how notifications are implemented, focusing on information architecture for legibility, and clear and relevant CTAs.

  3. Create a new customer service flow to support users in getting the support they need.

a cell phone on a ledge
a cell phone on a ledge
a cell phone on a ledge

a cell phone on a table
a cell phone on a table
a cell phone on a table

a cell phone on a bench
a cell phone on a bench
a cell phone on a bench

Final design

My final design included improvements for the following user flows:

  • Login

  • Navigation

  • Notifications

  • Transaction Management (Transfers)

  • Customer Service & Digital AI Assistant


The key improvements were noted above. While this project was for self-directed learning and to showcase my design thinking process, I learned how to use chatGPT's multimodal capacity to aid my research process significantly.

Final design

My final design included improvements for the following user flows:

  • Login

  • Navigation

  • Notifications

  • Transaction Management (Transfers)

  • Customer Service & Digital AI Assistant


The key improvements were noted above. While this project was for self-directed learning and to showcase my design thinking process, I learned how to use chatGPT's multimodal capacity to aid my research process significantly.

Other projects

a cell phone on a bench
a cell phone on a bench
a cell phone on a bench

Transient Labs

Reducing drop-off and churn with information architecture

Francisco Mendez Sosa

Projects

Resume

About me

Copyright 2025 by Francisco Mendez Sosa

Francisco Mendez Sosa

Projects

Resume

About me

Copyright 2025 by Francisco Mendez Sosa

Francisco Mendez Sosa

Projects

Resume

About me

Copyright 2025 by Francisco Mendez Sosa