Fremont Bank – Mobile App Redesign
Improving usability and accessibility by addressing real client pain points.
As a UX Designer and frontline banker, I leveraged first-hand conversations with Fremont Bank clients to identify critical usability gaps. I translated these real-world frustrations into actionable design solutions to improve the mobile experience—especially for older adults and non-tech-savvy users.
Project Objective
Redesign key areas of the Fremont Bank mobile app to make banking more accessible, transparent, and user-friendly—especially for clients who rely on in-person support due to usability issues.
Top Customer Pain Points
Collected through direct interactions with clients at the branch:
“Where can I find my account number?”
Clients often need full account numbers for direct deposits or bill setup, but can’t find them in the app.
“How do I update my phone number?”
Users are unsure where their contact information is stored and want a way to verify or update it themselves.
“I can barely read the text on this app”
The main navigation text was too small, making it difficult for older users to read and navigate the app.
Key UX Problems & My Solutions
Problem #1
Full Account Number Accessibility
Users are forced to find paper statements or call the bank to get their full account number—an issue for urgent tasks like setting up direct deposit.
Fremont Bank App
Users must refer to their paper statements
Wells Fargo App
Account Page → Routing & Balance Info → Account Number → View
Chase App
Account Page → Show Details → Account Number
Design Solution
Solution
I redesigned the account details page to include the full account number under a clearly labeled “Details & Settings” tab.
Problem #2
Profile Information Access
Users can’t view or update contact info like phone numbers or addresses through the app, leading to incorrect records and missed notifications.
Fremont Bank App
Users are unable to access their profile information within the mobile app. Instead, they must call customer service or visit a branch to view or update their details.
Wells Fargo App
Menu → Profile & Setting → Contact Information
Chase App
Menu → Profile & Setting → Personal Details
Design Solution
Solution
Added a “Profile” section to the app’s main menu. - Placed at the top of the menu for easy access. - Allows users to verify, edit, and save contact info securely. - Reduces dependency on branch visits and call center wait times
Problem #3
Accessibility
Fremont Bank serves many elderly clients who often struggle with mobile apps due to small text sizes, complex menus, low color contrast, and small interactive elements on the screen.
Design Solution
Results & Reflection
By incorporating insights from client interactions, this redesign prioritizes usability, especially for older users who face challenges with text contrast and readability.
This project demonstrates the value of using direct user feedback to drive meaningful design changes, ultimately enhancing client satisfaction and engagement.