Union Bank of the Philippines
How can we assist small businesses in managing financial transactions and thriving amidst the pandemic?
Built with customers and inspired by their success stories - a redesigned mobile application and web dashboard experience with a refreshed user interface and components.
2023 Digital Business Banking Initiative of the Year by Asian Banking and Finance
2023 Mobile Banking and Payment Initiative of the Year by Asian Banking and Finance
2022 Outstanding Digital CX - Payments by The Digital Banker
2022, 2021 SME Bank of the Year by Asian Banking and Finance
2021 SME Bank of the Year by EFMA
2021 Best Bank for SMEs by Asiamoney
2021 Best Mobile Banking Technology by Asian Banking and Finance
2021 Great Customer Experience (Gold) by UnionBank Heroes and Champions
A design system and UI kit for designers and engineers
Redesigned UX and UI mobile app and website features
Enhanced customer experience
Outcomes
Approach
Human-centered Design • Systems Thinking
Methodology
Interviews • Wireframes • Prototyping • Usability testing • Agile Methodologies
Human-centered design
The project kicked off by investigating the existing customer experience and feature modules. The team conducted interviews and focused group discussions with small business owners. With the insights gained from these discussions and secondary research, we mapped the mobile app’s user experience. In this project’s development phase, we created a repository of new UI components to help designers and the engineering team scale, build and test faster.
Payment Gateway, Checkout page wireframes
Request payment feature
Generate Payment Link app feature (Business Owner) and Payment Gateway checkout page (Customer)
“Kampate ako na kahit nasa bahay tayo, puwede tayong magtransaksyon. At global po it kaya malaking potensyal na mas maraming tayong magagawa. Kung dati dito lang tayo sa barangay, sa Malolos o sa Maynila, ngayon kahit sa ibang bansa puwede tayong makipagtransaksyon.”
— Small Business Owner, Philippines
UnionBank MSME web dashboard
Redesigning the customer experience
The mobile app experience allows merchants and business owners to transact and manage their accounts whenever and wherever. However, we understand that a mobile app may only cater to some tasks for some users. That’s why we’ve developed a web dashboard, a complementary application that offers a flexible and comprehensive solution. It allows users to manage their accounts, sales, expenses, and users and generate reports. It ensures that all mobile app features and functionalities are accessible on the web, giving users complete control and adaptability.
Request Payment Feature
Even without a website, users can easily create a checkout page for their customers using a unique link. This feature is designed to facilitate and streamline the payment process, making it more efficient for users and their customers.
Transaction Features
The app’s transaction features are not only convenient but also secure. Users can conduct business and banking transactions with peace of mind, knowing that their Mobile Check Deposits, Scheduling Branch Visits, Fund Transfers, Bill Payments, and Loan Applications are all protected by our robust security measures.
Early high-fidelity screens
For more information about this project,