Rebuilding the ways of banking: a two year redesign of MCB Juice

The app was slowed by outdated design and backend complexity. Customers hit freezing and confusion from years of accumulated features, while reliance on a third party for updates slowed innovation and pushed costs up.

MCB Juice had become overloaded with add-on features and legacy code, causing performance problems and confusion. Rising digital expectations meant the bank had to modernise its mobile experience to stay competitive.

• Ran 50+ customer interviews and 9 usability tests, combining Lookback sessions with in-branch guerrilla testing
• Defined 3 primary personas reflecting core customer needs
• Mapped customer journeys and isolated the biggest frustrations: app freezing, hidden fees, and unawareness of existing features
• Split the development roadmap into a parity phase and a value-adding phase
• Built high fidelity prototypes on MCB's design system, refining them through iterative usability testing
• Worked across 6 UX consultants, 16+ developers, and the Legal, Risk, Marketing, Cards and Contact Centre teams

• A cleaner, faster and more intuitive app that carried existing customers across without disruption
• A simplified architecture that cut operational cost and reduced third party dependency
• Foundations that supported the bank's open banking ambitions

• More than 500,000 customers moved onto the redesigned app
• Noticeably less freezing, and higher daily usage
• Improved perception of the app, supporting the wider digital transformation programme

• Developers became the strongest allies in advocating for design
• Continuous customer engagement was what kept feature prioritisation honest