Case Study · 2023 · Banking / Open Banking
Designing trust into Open Banking.
An end-to-end Open Banking experience for Cynergy Bank — turning a complex API ecosystem into a clear, secure and confident customer journey.
- Role
- Product / UX Designer
- Timeline
- 6 Months
- Team
- 3 designers (Lead, UX, me)
- Client
- Cynergy Bank × Wipro
- Platforms
- iOS · Android · Web · Desktop
- Tools
- Miro · Sketch · Excel · PPT
0%
Task completion
0%
Faster journeys
0%
Fewer consent drop-offs
0M+
Annual API transactions
One simple action. A whole ecosystem behind it.
Customers expect banking to work inside the products they already use. Open Banking makes that possible — but only if the experience feels legitimate, transparent and recoverable.
Challenge
Behind a single customer action sat third-party apps, authentication, consent, Open Banking APIs, Wipro's platform and Cynergy Bank's core systems. The UX task was to make that invisible complexity feel clear and trustworthy.
Solution
An end-to-end experience built on four principles — transparency, consent, control and confidence — covering authentication, permissions, account information, beneficiaries, payments and failure recovery.
My role
Product / UX Designer across discovery, journeys, information architecture, consent and payment flows, negative scenarios, wireframes, visual design and prototypes, working with a design lead, a UX designer, BAs and engineering.
Outcome
95% task completion, 40% reduction in journey time, 35% reduction in consent drop-offs, and an experience supporting 20M+ annual API transactions.
What sits behind one tap
- Customer
- TPP
- Open Banking APIs
- Wipro platform
- Cynergy Bank
- Response
- TPP
- Customer
Great UX doesn't remove complexity from the system — it removes unnecessary complexity from the customer's experience.