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Background

Livi Bank was granted a virtual bank license by the Hong Kong government in 2019. Before launch, I helped Livi Bank conduct a UX audit to gather in-depth findings on usability and one-on-one customer feedback.

A mix of preference testing and usability testing was conducted to help Livi Bank better understand user behaviour. Different versions of the home page, instant payment journey, and installment payment journey were tested. The goal is to find out the ideal information hierarchy and the flow that works best for the user.

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Outcome

I helped Livibank by identifying the most practical and important information from users' perspective for their homepage. I guided the Livi Bank product team in deciding the hierarchy of information and important figures on the page. To better convey my suggestions and findings, I redesigned the homepage based on qualitative and quantitative data, and shared it with the team.

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In addition, I helped Livibank identify flaws in the instant payment journey and installment payment journey. The flows were not too complex to understand, but there was too much detailed information and breakdown of figures on the screen, which distracted users from completing the main goal.

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I helped the team understand the importance of a clean and intuitive layout with a balance of white space and content. I shared re-designed screens with the team, focusing on balancing complex functionality with a clean interface and using progressive disclosure effectively to aid in the improvement of the prototype before launch.

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The Livibank product team was very open-minded and found the insights valuable in iterating before launching their MVP to the market. They used the insights to find solutions that balance user needs with business objectives and successfully acquired more than 150,000 customers in the first year after launch.