Re-Architecting a Regulated
Switching Journey for Mobile
Transforming a dense desktop CASS flow into a cognitively lighter, mobile-first interaction architecture
without changing regulatory structure.
Project Overview
Role: Product Designer
Timeline: In development (launch pending)
Tools: Figma, Miro
Team Setup: Product Manager, BA, Engineering, Design System (NEL), Content
Strategic Framing - Designing for Reuse, Compliance & Scale
Before design began, stakeholders raised foundational questions:
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How can this journey be reusable across Internet Banking and Mobile?
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How can we leverage existing CASS APIs?
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Where should switch initiation live in the app?
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How should unhappy paths be surfaced?
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How do we ensure accessibility compliance?
This reframed the project from a mobile migration to a cross-channel architecture initiative.
My role was to translate these platform-level concerns into a scalable interaction system.
Existing System Analysis - Understanding the Structural Baseline
The Internet Banking CASS journey consisted of 4–5 steps.
However, each step clustered multiple unrelated inputs on a single page.
Challenges identified:
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High information density
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Mixed categories within single screens
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Cognitive overload
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Limited mobile adaptability
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Implicit differentiation between Full vs Partial switch
While compliant, the structure was not optimized for mobile interaction patterns.
Behavioral & Process Insight - Mapping Emotional and Operational Friction
We reviewed:
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As-Is Journey Mapping (Bangalore workshop)
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Empathy mapping artifacts
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User story & persona created using the IBM ICA tool to accelerate discussion
Key insight:
Switching accounts carries emotional weight — users seek clarity, reassurance, and control.
This validated the need for:
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Explicit switch-type differentiation
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Clear sequencing
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Strong confirmation states
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Reduced cognitive stacking
Market & Pattern Benchmarking - Understanding Switching Design Patterns
A competitor review helped identify:
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Step structuring approaches
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How reassurance is surfaced
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How progress indicators are handled
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Error-state communication strategies
This informed decisions around sequencing and clarity without overcomplicating the regulated structure.
Interaction Architecture Redesign
From Dense Pages to Single-Intent Screens
Instead of compressing steps, the mobile strategy decomposed them.
Internet Banking:
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Fewer steps
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More information per screen
Mobile:
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One primary question per screen
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Logical sequencing
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Progressive disclosure
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Clear branching between Full and Partial switch
This reduced cognitive load while maintaining backend compatibility.
Wayfinding Without Breaking Compliance
A key debate centered around the progress indicator.
Options considered:
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Dynamic step adaptation based on branch logic
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Retaining fixed regulatory structure
Final decision:
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Maintain regulatory step structure
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Simplify sequencing clarity
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Reduce visual noise
This balanced usability improvements with system constraints.
Structuring Unhappy Paths
We explored how failed or incomplete switches should be surfaced.
Considerations included:
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Clear status communication
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Error state messaging
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Recovery pathways
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Maintaining user trust even during rejection
Failure handling was designed as part of the system — not an afterthought.
Feature Spotlight: Digital Cheque Deposit (POC)
Goal: Enable users to deposit cheques digitally via the mobile app
UI/UX Considerations:
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Simple step-by-step capture process
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Clear confirmation and receipt post-deposit
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Help icons and microcopy to guide users unfamiliar with digital cheque deposits
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Mobile camera permissions and image quality indicators for clarity
Stakeholder Feedback:
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The feature was well received internally and appreciated for its potential to reduce reliance on branch visits and manual processing.
[Placeholder for visuals: Wireframes and final screens of cheque deposit flow]
