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UX & Design

Digital Banking UX Research

UX research study comparing credit-card onboarding at two Dominican digital banks.

The problem

Qik and BHD León are two of the leading digital banking platforms in the Dominican Republic, yet users report friction and crashes while applying for credit cards, which hurts acquisition and retention.

Method

  1. 01Mapped each bank's application flow end to end and scored both against Nielsen's 10 usability heuristics.
  2. 02Mined app-store reviews and ran a SWOT analysis to find recurring pain points.
  3. 03Grounded the design direction in DataReportal demographics: 85% internet penetration and a median user age of 28.3 in the DR.
  4. 04Synthesized findings into personas, a design system and redesigned flows for a fictional challenger bank, Banco Binario.

Key findings

  • App stability is a trust barrier: Qik scored 74% and BHD 84%, both with critical failures in task orientation and functionality.
  • BHD's multi-screen form caused cognitive overload; Qik's minimal flow completed better but lacked guidance at key decisions.
  • Proposed a 4-step flow (card selection → personal data → confirmation → terms) with real-time validation.
  • Recommended a mobile-first, low-friction, biometric-ready strategy.

Digital banking UX research report

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