Building Better Banking Apps Starts with Knowing Your User

Every product team says they build products for “customers.”

But here’s the problem:

Customers don’t exist. People do.

That’s why successful product teams create User Personas before writing a single requirement or designing a single screen.

Instead of thinking about thousands of anonymous users, they focus on one realistic person who represents a larger user group.

Let me introduce you to Sami.

Meet Sami

Name: Sami Rahman Age: 29 Occupation: Private Service Holder Location: Dhaka, Bangladesh Monthly Income: BDT 55,000 Digital Skill Level: Intermediate Banking Experience: Uses debit card, mobile banking, and occasionally internet banking.

Sami recently heard that his bank has launched a new mobile banking app. He wants to complete digital onboarding without visiting a branch.

His expectation is simple:

“If I can order food in five minutes, why should opening my banking app take thirty?”

Sami’s Goal

Sami wants to:

• Register within a few minutes.
• Verify his identity securely.
• Link his bank account.
• Start using fund transfer and bill payment immediately.
• Avoid visiting the branch.

For Sami, convenience matters more than anything.

Sami’s Frustrations

During onboarding, Sami encounters several issues.

Problem 1: Confusing Instructions

The app asks him to upload both sides of his NID but never explains how to capture a clear image.

He retries multiple times.

His frustration grows.

Problem 2: OTP Delay

The verification code takes over a minute to arrive.

Sami wonders:

“Did something go wrong?”

He presses Resend OTP several times.

Now the server receives multiple requests.

Problem 3: Generic Error Message

Instead of telling him:

“Your mobile number doesn’t match our records.”

The app simply displays:

Something went wrong.

This gives Sami no clue how to fix the issue.

Problem 4: No Progress Indicator

The onboarding process has six steps.

Sami has no idea whether he’s halfway through or almost finished.

Without visibility, every additional screen feels longer.

Sami’s Pain Points

• Long registration process
• Unclear validation errors
• Slow OTP delivery
• Too many manual inputs
• No progress tracking
• Fear of making mistakes
• Concern about data privacy

What Motivates Sami?

Sami values:

• Speed
• Simplicity
• Security
• Trust
• Transparency

He doesn’t care how sophisticated the backend architecture is.

He only wants confidence that his account will be ready quickly and safely.

As a Product Manager, What Would I Improve?

Looking at Sami’s journey, several opportunities become obvious.

1. Smart Data Validation

Instead of allowing users to finish the form and fail later, validate information in real time.

For example:

• Mobile number
• NID Number
• Date of birth as per NID
• Email address

Immediate feedback reduces frustration.

2. Friendly Error Messages

Replace:

Something went wrong.

With:

We couldn’t verify your mobile number because it doesn’t match our records. Please check the number or contact customer support.

Users don’t just need errors.

They need guidance.

3. Visual Progress Tracker

Show:

Step 2 of 6

or

████░░ 40% Complete

People are far more patient when they know how much remains.

4. Faster Identity Verification

Use OCR to automatically extract information from the NID.

Instead of typing:

• Name
• NID Number
• Date of Birth as per NID

the app fills these fields automatically, allowing users to simply review and confirm.

5. Reduce Manual Input

Every additional field increases the chance of abandonment.

Ask only for information that is truly necessary.

6. Reassure Users About Security

Display clear messages such as:

• Your information is encrypted.
• Your documents are securely stored.
• We never share your personal information.

Trust is built through communication.

Sami’s Persona at a Glance

Why User Personas Matter

Without a persona, teams often design for assumptions.

With a persona like Sami, every product decision becomes more intentional.

When discussing a new feature, instead of asking:

“Should we add this?”

Ask:

“Would this help Sami complete onboarding faster and with more confidence?”

That single question can prevent unnecessary features, reduce friction, and improve the overall user experience.

My Thoughts

A user persona isn’t just a document for the design team.

It’s a shared understanding across Product Managers, UX Designers, Developers, QA Engineers, and Business Stakeholders.

When everyone builds with the same user in mind, products become simpler, faster, and more meaningful.

Because in the end, we’re not designing screens.

We’re designing experiences for people like Sami.

ProductManagement #UXDesign #UserPersona #CustomerExperience #FinTech #DigitalBanking #ProductStrategy #DesignThinking #MobileBanking #Innovation