Reimagining the Digital Banking Experience for Heritage Bank.

Most legacy banking platforms evolve by accumulation. New features are added wherever space permits until the interface becomes a map of historical decisions rather than a coherent experience.

Our work with Heritage Bank began by tracing how users moved through the existing platform. Not what they clicked, but where they hesitated. Which screens caused a pause that lasted just long enough to introduce doubt.

Objectives

• Simplify onboarding flows

• Improve transaction visibility

• Enhance accessibility across devices

• Establish a scalable UI system

We found that transaction visibility was fragmented across multiple views, and onboarding relied on terminology that made perfect sense internally but created friction externally.

Instead of introducing entirely new flows, we reorganized what was already there. Account overviews were consolidated into a single adaptable dashboard. Payment actions were grouped by intent rather than function. Language was rewritten to reflect how customers actually describe their finances.

Process/Results

We conducted stakeholder interviews, mapped user journeys, and developed wireframes before moving into high-fidelity interface design and some key improvements we noticed were

• Consolidated account overview dashboard

• Improved bill payment workflows

• Introduced contextual transaction insights

• Refined visual hierarchy across mobile screens

The redesigned experience contributed to improved user satisfaction and reduced drop-off during account setup.