Good design is good business.
Bankinter / Fintech / B2B
One of the most complex and comprehensive projects I’ve faced: Redesign a key business tool that hadn’t evolved since 1999. We carefully planned the migration, analysed usage data and obsolescence, and developed a scalable information architecture.
The approach —
Choosing the best migration scenario.
Despite the clear need for a platform renewal—with NPS scores declining by 7% annually—we had to proceed cautiously. The B2B line represents nearly half of Bankinter’s revenue, and we anticipated strong resistance to change.
To ensure a strategic and low-risk transition, we began with a comprehensive cross-data analysis to evaluate the impact of changes and define the best migration strategy. We assessed each feature based on four key data sources: Usage volume, business impact, customer service issues, and obsolescence compared to competitors.
Using these insights, we created matrices and scenario simulations, evaluating the impact on every variable, along with their interdependencies.
This analysis led to the definition of 10 prioritised work packages based on usage volume (factor B) and customer service impact (factor C). These packages shaped our MVP, which we then translated into epics and user stories, working closely with the project team to integrate them into the backlog and kick off development.
Scenario 6: Improving operations through volume of navigation and impact on customer service (Factor B and C)
The idea —
First unsuccessful attempt.
Our first design approach started with sketches and low-fidelity prototypes, allowing us to quickly launch early user tests and interviews. However, the initial proposal didn’t fully resonate with users, and these sessions provided valuable insights.
We discovered that for most users, this platform is their primary work tool, and they strongly preferred an interface similar to Excel or spreadsheets. Our initial visual approach, which prioritized data organization and activity pills, didn’t meet their expectations.
As a result, we pivoted towards a more technical, structured, and scalable interface, ensuring it aligned with user workflows and supported efficient, high-volume data management.
Refining the Design: A Data-Driven, User-Centric Interface.
Building on our user insights, we redefined the interface with a table-based structure, incorporating collapsible modules and a powerful, well-organized header. This approach allowed users to navigate efficiently and quickly find any necessary option.
To ensure a seamless experience, we:
Conducted a detailed information architecture exercise to organise content meaningfully.
Analysed usage data to determine the most relevant shortcuts.
Optimised interactions to help users stay oriented at all times.
Additionally, we introduced two key modules:
Important Notices – Highlighting actions that require immediate attention.
Frequent Operations – Allowing users to access their most-used tasks in just a couple of clicks.
This redesign not only improved usability and efficiency but also ensured that the platform adapted to the real workflows of its users. We conducted new user tests and focus groups with different companies, and this time, we got it right. The redesigned interface was highly praised, and the quick modules proved to be a major success, significantly improving usability and efficiency for users.
Collaboration with Experts and Business Teams
After gathering user feedback, we conducted focus groups with the business team, commercial agents, and industry experts to refine key details and elevate the proposal further. Their insights helped us fine-tune aspects like iconography, copy, and additional features.
The most significant improvement was the introduction of a new submenu, providing quick access to:
Pending signatures
The files repository
The notification centre (previously only available on the home page)
This enhancement streamlined navigation, making key operations faster and more accessible across the platform.
The refined design was first launched in Friends & Family mode in early 2020. This phase allowed us to observe real user behavior and conduct extensive usability, interaction, and comprehension tests with our colleagues to fine-tune every detail.
The final version was officially released to customers in September 2020 and was met with great success. Despite some functionalities still in development, users praised the platform for its clean, simple, and intuitive interface.
What started as a complex and challenging transformation ultimately resulted in a highly positive outcome, leaving the entire team proud of the impact and results achieved.
Lessons Learned —
A Challenging Redesign with a Lasting Impact.
Designing a new platform for long-time users while addressing the stakeholders' concerns about business impact was a difficult challenge. The key to success was working closely with both groups, ensuring a smooth transition and a design that met their needs.
Today, our work doesn’t stop. We continue to add new features, listen to users, and analyse data, making Bankinter’s B2B platform better every day.
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