Research-Driven UX That Stopped the Bleed
30% Were Abandoning. Not Anymore.
Banking That Gets Out of the Way
Societe Generale Expressbank's digital banking felt impersonal and disjointed. 30% of customers were abandoning account opening. We redesigned their entire digital experience—from UX audit through tested prototypes—creating a modern interface that customers actually want to use.
The redesigned digital banking experience uses progressive disclosure to show only what's needed at each step. Smart defaults pre-fill based on user context. Clear progress indicators keep users oriented. Inline validation catches errors before submission.
Research-Driven UX That Stopped the Bleed
From challenge to transformation
The Approach
We started with comprehensive UX research, testing with three user groups (Digital Native, Stratum, Top Affluent) to understand exactly where they struggled. Then we created user journeys, wireframes, and functional prototypes—testing each iteration with real users. The final design met regulatory compliance without sacrificing usability. We delivered UX design standards that served as the foundation for all future digital properties.
The Challenge
The existing digital banking experience was killing conversions. 30% of customers abandoned account opening because it was too complicated or took too long. The UI felt dated. Multi-channel experiences were inconsistent. And everything had to comply with strict banking regulations without making the UX worse.
Research-Driven Redesign for 3 User Segments
Societe Generale Expressbank is part of one of the largest banking groups in Europe, serving retail and corporate clients with a full range of banking services. Their digital banking experience had grown organically over years—and it showed. They engaged SpiceFactory to reimagine their digital customer experience from the ground up, with a focus on reducing abandonment and creating consistency across all digital touchpoints.
We don't just design screens. We make complex regulatory requirements feel invisible to users.
Eliminating Friction, Preserving Compliance
The redesigned digital banking experience uses progressive disclosure to show only what's needed at each step. Smart defaults pre-fill based on user context. Clear progress indicators keep users oriented. Inline validation catches errors before submission.
Conversion Impact Across Segments
Research-driven design that eliminated friction while meeting every regulatory requirement.
For Customers
- 30% Abandonment Eliminated — Progressive disclosure and smart defaults simplify account opening
- Unified Experience — Consistent design across web, mobile, and branch channels
- Premium Feel — Modern interface that meets Top Affluent customer expectations
- Intuitive Navigation — Users always know where they are and what's next
For Business Growth
- Higher Conversion Rates — Dramatically more completed account openings from same traffic
- Reduced Support Costs — Clear progress indicators and inline validation prevent confusion
- Design System ROI — Reusable component library serves all future digital properties
- Faster Time-to-Market — Standardized patterns accelerate new feature development
For Banking Operations
- WCAG Compliance — Accessibility built into every component from the start
- Regulatory Alignment — Required fields and disclosures integrated without UX penalty
- Content Standards — Voice, tone, and microcopy guidelines ensure consistency
- User Research Foundation — Three tested user personas inform all future product decisions
The Banking UX System
- UX Research Program — Testing with three user groups (Digital Native, Stratum, Top Affluent)
- User Journey Maps — Cross-channel mapping revealing dropoff points and pain points
- Wireframes & Prototypes — Iterative low-fidelity and high-fidelity designs tested with real users
- Design System — Reusable component library with documentation and accessibility compliance
- Interaction Patterns — Consistent behaviors across all digital products and channels
- Content Standards — Voice, tone, and microcopy guidelines for banking UX
- Account Opening Redesign — Streamlined flow with progressive disclosure and smart defaults
Friction Eliminated
The 30% abandonment rate that was killing conversions? Eliminated. Users now complete account opening at dramatically higher rates. The multi-channel experience feels unified. And the bank has a design system that will serve them for years. This is what happens when a financial institution partners with a product studio that understands both regulatory constraints and user expectations.
What if your digital banking UX actually converted?
We redesign financial products with research-driven UX that eliminates abandonment, builds trust, and turns first-time visitors into lifelong customers.
