Banking That Felt Like Paperwork
Finora's app had grown feature-by-feature for six years. Sending money took 7 taps across 3 screens, support tickets about "where is my transfer" made up 31% of volume, and app-store ratings had slipped to 2.9★.
The business goal: reverse rating decline and cut money-movement support tickets in half within two quarters of launch.
Watching People Move Their Money
We ran 18 contextual interviews, 6 diary studies, and moderated tests of the existing flows. Three findings shaped everything that followed:
Users didn't trust silence. Every transfer without immediate, visible status triggered anxiety — and a support ticket.
90% of sessions were one of three tasks: check balance, send to a known person, review recent activity. The IA buried all three.
Confirmation screens dense with legal copy made users feel less safe, not more. Comprehension testing showed almost nothing was read.
Two Taps And A Living Receipt
We rebuilt the home screen around the three core tasks, with recent recipients one tap away. Sending money became a 2-tap flow with amount and recipient on a single screen, verified by biometrics.
The signature pattern was the living receipt — a persistent, real-time status card for every transfer (sent → processing → received), with plain-language timing. It directly attacked the trust gap research surfaced.
Six Months After Launch
Key Screens
A walkthrough of the redesigned flows. Swipe through the highlights below.
Interaction Walkthrough
A short recording of the send-money flow and the living-receipt animation.
The Complete User Journey
Click the image to open it full size — scroll to explore the entire end-to-end flow.
