Overview:
After years focused solely on business banking, Banco Sabadell entered the Mexican personal banking market with a Level 4 savings account offering daily interest, fully managed through a native mobile app (iOS and Android). The challenge: create a smooth, user-friendly experience within a highly regulated environment.
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I joined the team shortly before the public launch.Early user data revealed high abandonment rates during onboarding due to:
• Errors in biometric ID verification (camera/mic issues).
• Overwhelming permission requests all at once.
• Confusing financial/legal terms like “Politically Exposed Person”.
• The mobile app itself also needed UX improvements, especially in login, empty states, and key financial actions.
• Analyzed and redesigned onboarding flow.
• Enhanced login and key financial flows.
• Designed strategic empty states.
• Contributed to accessibility audits.
• Led design system updates and documentation.
Onboarding Flow
• Interactive tutorials for fixing permissions manually.
• Progressive permission requests (only when needed).
• Updated biometric SDK to improve compatibility.In-app definitions for financial/legal terminology.
• General UI and interaction refinements.
Result: Onboarding conversion rate above 30%
Mobile App Enhancements
• Biometric login improvements: removed password field when biometrics are active.
• Automatic biometric prompt upon app launch.
• Empty states with intent: animations prompting deposits based on user balance.
• Simplified flows for withdrawals and external account registration.
• Initial accessibility audit implementation.
• for mobile and web platforms
• +30% conversion in onboarding
• Reduced friction in login and common tasks
• Increased average user balance
• Strong product roadmap for future iterations
