OCBC Mobile Banking –
Card Services
2023 – 2024 / iOS & Android App
/ Background
OCBC is one of Singapore’s largest banks, and one of our agency’s long time partner.
In 2024, OCBC initiated a global product refresh to modernise its digital experiences and meet evolving customer expectations. As part of this, the mobile banking app’s card services needed UX improvements to enhance security workflows and reduce friction around everyday actions tied to trust and financial control.
/ My Role
As a UI/UX designer working with OCBC’s CX team, I contributed to the redesign of key card-related flows within OCBC’s mobile banking app (iOS & Android).
The problem:
Users struggled to quickly secure or manage their cards and transaction limits in moments of stress or urgency. These are high-trust interactions, losing a card or hitting unexpected limits can create anxiety and erode confidence in the bank’s digital experience.
Our approach:
In partnership with OCBC’s CX designers, I reviewed current flows and identified points of confusion and cognitive load for users in card-related actions. This informed simplified, clarity-focused revisions to the card locking and transaction-limit experiences.
1. Locking in card security
Modern individuals value security above most conveniences, when it comes to lost of personal assets, it creates the highest user unease and can lead to rapid loss of trust in the institute, which is a dire repercussion for banks. Hence providing clear indication and action of locking cards can give users a sense of security during times of need
2. Live easily on the limit
Transaction limits are a rigid risk and compliance matter, but they also affect user experience heavily. Restriction of spending can create huge friction during times of big spending, which tend to be important spending as well. Hence providing easy ability to change daily limits can be a saving grace for users during special times, contributing to enhanced user satisfaction
Next steps:
These revised card services flows were deployed as part of OCBC’s broader mobile refresh and designed to reduce friction in security and spending control experiences. Future work could include measuring card block success rate, support ticket reduction, and user satisfaction for these high-trust tasks.
Reflections to look forward:
Improving card security and transaction limit controls reinforced that trust signals and user clarity are central to financial app UX. Varying user comfort levels with financial control required flows that balanced confidence, transparency, and regulatory compliance.