Northwind Banking App
Client
Northwind Financial
Year
2026
Scope
Product Design · iOS & Android · Design System
+38%
task completion
-52%
support tickets
4.6★
app store rating
The challenge
Northwind's legacy app scored poorly on usability and trust. Customers struggled to find everyday actions like transfers and card controls, and support tickets kept climbing. The brief: rebuild the experience around the five tasks that make up 90% of sessions, without alienating long-time users.
The approach
We started with two weeks of session-recording analysis and customer interviews to map the real task landscape. From there I designed a new information architecture, prototyped three navigation models, and validated them in moderated tests before committing to high-fidelity design. A token-based design system kept iOS and Android perfectly in sync.
The outcome
The new app shipped in phased rollout over six weeks. Task completion for the top five actions improved dramatically, support contact rate dropped, and the app store rating climbed from 3.1 to 4.6 within a quarter.