BECU Banking App

Briefly about this project & problem.

The BECU mobile banking app was difficult to navigate and lacked critical features like search, personalization, and streamlined transfer flows. Users reported confusion with the menu structure, difficulty locating tools like Zelle, and frustration with repetitive steps for basic tasks. As a designer, I saw an opportunity to simplify the experience, improve clarity, and bring the app up to the standards of modern fintech products. This case study walks through my redesign process focused on accessibility, task efficiency, and user satisfaction.

Boeing Employees Credit Union (BECU) is a member-owned, not-for-profit, financial cooperative with more than 1.2 million members, BECU is guided by the credit union philosophy of “people helping people.” Founded more than 80 years ago by a small group of Boeing employees contributing 50 cents each, BECU has grown to include members from across Washington State and 10 counties in Oregon, in addition to Boeing employees and their families wherever they live, such as South Carolina.

Problem statement. The main problem is that the current banking app is outdated and losing to its competitors, which is contributing to the loss of potential and current users and, as a result, BECU's loss in profit. We decided to redesign the banking app and experience to solve that problem. Why is this a problem? A poor in-app experience likely reduces member engagement and satisfaction, leading to a profit loss of $13 million/year because that percent of users are switching to other banks.

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My Role:

Lead Product Designer (Solo project)

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Timeline:

4 weeks

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Responsibilities:

- Conducted user interviews with BECU users.

- Synthesized research insights and pain points.

- Created flow maps, wireframes, and interactive prototypes.

- Designed a responsive UI system with improved hierarchy and accessibility.

- Conducted informal usability tests and implemented refinements.

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Tools:

Figma, Google Sheets, Notion, Play