Banking UX design: Redesigning a customer message management system

Despite the rapid advancements in AI and chatbots, there’s still a strong demand for human customer service, particularly in the banking sector. Complex financial products and security concerns demand a human touch for building trust and handling sensitive matters.

We were tasked with revamping a customer message management system tailored for the banking sector. The objective was to modernize it, enhance usability, and ensure it meets the highest accessibility standards.

About the client

Consdata is a software development company that builds advanced solutions to help financial institutions on their digital transformation journey.

Client’s needs

Consdata had developed a platform for bank staff to manage customer messages. While functional, the code was outdated. They decided to rebuild it using modern technologies. At the same time, they wanted to refresh the interface with a contemporary design. To achieve both goals, Consdata turned to Pragmatic Coders.

Client’s requirements

The platform was an internal system, so our goal was to make it user-friendly and easy for employees to adopt quickly. We focused on improving the information architecture, layout, and overall usability.

Although the solution could work on its own, it was still part of the Eximee platform. Maintaining visual consistency across modules was therefore essential.

Challenge

The key challenge was selecting the right solutions while keeping users’ habits in mind. Redesigns can often backfire and face negative feedback, as seen with Yahoo Mail, so we made sure to avoid repeating those mistakes.

Many features of the existing platform were not intuitive. To identify what needed improvement, we gathered feedback directly from users.

Solution

We redesigned the message management platform to meet accessibility standards. Navigation was improved, workspace was maximized, and new features were introduced to enhance the user experience. Positive feedback from bank employees confirmed that the platform was intuitive and easy to use.

How Pragmatic Coders did it

The success of the collaboration came down to three things:

• Effective communication
• Usability testing
• Fast design iterations

Damian, our UX designer, started with screenshots provided by the client. They were a useful reference but incomplete. To fill in the gaps, we met with the client twice a week to answer questions and resolve uncertainties. These meetings, along with clear summaries, helped us address design issues quickly and avoid wasted effort.

At Damian’s suggestion, a client-side developer also joined the sessions. This allowed us to confirm whether proposed solutions could be implemented efficiently.

We conducted usability testing with bank employees, which confirmed that they could navigate the interface without difficulty.

The redesign progressed smoothly and quickly. In fact, at each meeting, the client was impressed by the number of new screens I had ready to discuss. – Damian Lipiński, UX Designer at Pragmatic Coders

Results of the collaboration

• Boosting back-office efficiency
  The redesigned system is more intuitive, accessible, and easier to use. Bank staff now save time and avoid the frustrations of the old system. The result is higher productivity and a more satisfied workforce.
• Comprehensive design system
  Damian prepared a clear, reusable design system that simplifies onboarding for new designers.
• Modern yet familiar
  The redesign introduced significant improvements while staying intuitive for employees used to the previous version.
• Great-looking designs
  The new platform achieves the right balance: modern visuals combined with user familiarity.