A full UX process redesign of Portugal's leading banking application — from research and personas through to clickable prototype. Making banking feel intuitive for every generation.
"Banking made simpler and more efficient."
The Caixadirecta app is used by millions of Portuguese citizens — but its outdated design was failing them. A full redesign to bridge the gap between a trusted institution and modern expectations.
The existing app suffered from a cluttered interface, poor navigation hierarchy, and accessibility gaps that made simple tasks unnecessarily complex — especially for older users.
Through modernising the design, simplifying navigation, improving accessibility, and enhancing security, the redesign aimed at increasing user engagement and satisfaction.
Design Process
From discovery to prototype — every phase grounded in evidence, not assumption
I analysed three leading Portuguese banking apps to understand market standards, identify best practices, and find opportunities for differentiation.
"All three competitors offered better accessibility and clearer navigation than Caixadirecta — confirming the opportunity to leapfrog with a truly user-centred redesign."
In order to identify the typical problems Caixadirecta consumers encounter, I conducted a survey among its users and analysed real user evaluations from the App Store.
Upon evaluating the reviews, I developed three prototype personas representing the full spectrum of Caixadirecta users.
Mapping the full experience of all three personas across ten stages revealed consistent pain points and clear opportunities for the redesign.
Discovery
Emotions & Thoughts
Touchpoints
Pain Points
Opportunities
Improvement Ideas
Device / Environment
Competitive Analysis
Business Goals
Feedback Loop
Hand-drawn sketches were essential for quickly exploring layout ideas and testing assumptions before committing to high-fidelity work. Each sketch represented a different approach to solving a user pain point.
07 — Home Screen
Caixadirecta: All-in-One Banking Hub
The redesigned Home Screen puts everything users need at their fingertips — from quick actions to account overview, all accessible in seconds.
08 — Chat Screen
Banking Made Easy: Chat at Your Fingertips
Traditional banking support means waiting on hold or visiting a branch. The new Chat feature eliminates both — real-time help and money transfers, all in conversation.
09 — Design System
Quick Access · Clear Actions · Effortless Management
The revised design puts user experience first with improved comfort, functionality, and button clarity. Every interaction was redesigned with purpose.
The new design features both light and dark themes, incorporating the bank's signature colours for a sleek, modern, and cohesive look across every context.
The app's information architecture was completely redesigned around task frequency — the most common actions accessible in one tap from anywhere via the bottom navigation bar.
Outcome
This project demonstrates how rigorous UX methodology — competitor research, user surveys, personas, journey mapping, sketches and iterative design — results in an experience that works for every generation of user.