BIDV, one of Vietnam’s leading banks, sought to future-proof its SmartBanking app to deliver a more customer-centric and competitive experience. The goal was to identify opportunities for improvement by evaluating the existing app’s user interface and overall banking experience, ensuring alignment with global best-practice design principles and fast changing customer needs.
Doodle Design partnered with BIDV and VNPay to evaluate the SmartBanking app and explore opportunities to elevate its user experience. Through design consultation and targeted Design Thinking ‘learning-by-doing’ training, we equipped the BIDV team with the insights, mindsets and skillsets needed to deeply understand their customers across Vietnam, leverage global best practice and innovate the app.
Our approach included training and co-researching & creating with over 50 stakeholders via the use a mixture of Ethnographic, Participatory and Heuristic Review research methods to identify usability gaps, user research to uncover key insights, and competitor analysis to benchmark BIDV against local and international banking leaders.
Doodle then proposed actionable design solutions informed by these research findings and global best practices to ensure a seamless, future-ready banking experience for customers to enjoy their banking experiences across Vietnam.
- Design consultation and Design Thinking training sessions
- Heuristic Review for app evaluation
- User research for future banking experience insights
- Competitor analysis incorporating global best practices
- Proposed solutions for an enhanced SmartBanking app experience
