The redesign of MCB Juice resulted in a massive uplift in user satisfaction and adoption. By solving performance issues and creating a seamless experience, the app re-established trust with existing users and attracted new ones. It supported the bank’s digital transformation strategy while reducing service costs and aligning with open banking goals.
+500,000 app downloads post-launch
84.7% overall customer satisfaction
70.8% customer experience index
Reduced app freezing and increased daily usage
Improved app perception and supported MCB’s digital transformation
The Mauritius Commercial Bank (MCB) is the island’s leading financial institution, serving over 350,000 customers. Its flagship mobile banking app, MCB Juice, launched in 2007, is the most used digital banking product in Mauritius. However, its outdated design and backend complexity hindered performance and innovation.
Over time, MCB Juice became overloaded with add-on features and legacy code, leading to performance issues such as freezing and user confusion. Changes required third-party involvement, slowing down updates and increasing costs. With digital expectations rising, MCB needed to overhaul its mobile experience to stay competitive and future-ready.
To achieve this, they sought a fresh perspective on user experience and interface design. That’s where I came in. My role was to craft an innovative UX/UI solution that would not only educate users about energy efficiency but also make the learning process enjoyable. Through our collaboration, we aimed to develop a gamified web application that would encourage users to assess their homes, identify necessary repairs, and connect with the right professionals to implement energy-saving solutions.
I led this 2-year redesign project remotely, collaborating with:
6 UX consultants
16+ developers
Solution Architect and cross-functional teams (Legal, Risk, Marketing, Cards, Contact Center)
Discovery & Research
Conducted 50+ customer interviews and 9 usability tests
Used Lookback for remote testing and in-branch guerrilla testing
Defined 3 main personas to reflect core user needs
Identified key frustrations: app freezing, hidden fees, and lack of awareness of features
Strategy & Roadmap
Mapped customer journeys and MVP features
Split roadmap into parity (existing features) and value-adding phases
Collaborated closely with the Solution Architect to understand technical constraints and APIs
Design & Prototyping
Built high-fidelity prototypes using the new MCB design system
Conducted card sorting exercises and usability testing throughout
Iterated rapidly based on user feedback and system limitations
Collaboration & Communication
Maintained consistent touchpoints with developers to align implementation
Worked with marketing to prepare public launch assets and onboarding videos
The new MCB Juice app delivered a cleaner, faster, and more intuitive experience. It successfully transitioned over 500,000 users to a modern banking experience, while also reducing cost-to-serve and supporting open banking goals.
Key takeaways:
Developers became strong allies in advocating for design
Change management was essential in a conservative environment
Constant user engagement helped prioritize the right features and improvements
Today, MCB Juice continues to evolve with customer-driven updates, and remains the benchmark for mobile banking in Mauritius.
By incorporating playful elements, we ensured that users were not just passively consuming information but actively participating in their learning journey. The application guided them through self-assessments, offering personalized insights into their homes’ energy efficiency levels. At the end of the experience, users received clear recommendations on repairs they could make, along with access to qualified professionals who could help them implement the necessary changes.
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