NewcastlePermanent

Increasing customer satisfaction through good design

While studying in Newcastle, I found many people did their banking with the local Newcastle Permanent and had a lot of issues with their mobile app. My goal was to increase customer satisfaction through new functionality while keeping a strong focus on usability.

As part of my research, I looked at competing applications. Most follow the trend of having your account details front and centre, rather than buried in a menu like in the existing Newcastle Permanent app. Many of the people interviewed also had experience with Monzo and suggested several features and design choices from their app to increase usability.

The resulting redesign brings together several new features and implements powerful new functionality centred around the user. This aims to resolve existing complaints from current customers. Three distinct themes and opportunities for customisability throughout allow the user to create their own experience.