N26 Digital Bank

< Projects

Role

Lead Product Designer


Time

4 Months

Team

+UXD

+UXR

A Global Bank

A Global Bank

N26 is a fee-free bank account that you can open in under 8 minutes, directly from your phone or computer. You can top it up with cash or from other bank accounts, set savings goals with Spaces, keep track of subscriptions, recurring payments, and finances with Statistics, or send and receive instant money from your friends via MoneyBeam.

In 2024, the company crossed the 7 million customer mark across 25 markets, with a team of more than 1,500 employees across offices in Berlin, New York, Barcelona, Vienna, and São Paulo.



( Challenge)

Asset investment using AI & ESG Data ( 50k Data points )

Overview: In today’s digital landscape, seamless mobile experiences are crucial for maintaining user satisfaction and loyalty. However, for many companies, the process of pairing a new device or updating a mobile number presents significant challenges. Users often find themselves confused or frustrated when trying to navigate these processes, leading them to contact Customer Support (CS) for help.

This case study focuses on a specific pain point within a mobile app: the high volume of CS contacts related to phone pairing issues. Despite existing solutions being available, a significant number of users are still reaching out for assistance, resulting in a less-than-ideal user experience and increased operational costs—approximately €9 per CS interaction.

N26 is a fee-free bank account that you can open in under 8 minutes, directly from your phone or computer. You can top it up with cash or from other bank accounts, set savings goals with Spaces, keep track of subscriptions, recurring payments, and finances with Statistics, or send and receive instant money from your friends via MoneyBeam.

In 2024, the company crossed the 7 million customer mark across 25 markets, with a team of more than 1,500 employees across offices in Berlin, New York, Barcelona, Vienna, and São Paulo.



( Challenge)

Asset investment using AI & ESG Data ( 50k Data points )

Overview: In today’s digital landscape, seamless mobile experiences are crucial for maintaining user satisfaction and loyalty. However, for many companies, the process of pairing a new device or updating a mobile number presents significant challenges. Users often find themselves confused or frustrated when trying to navigate these processes, leading them to contact Customer Support (CS) for help.

This case study focuses on a specific pain point within a mobile app: the high volume of CS contacts related to phone pairing issues. Despite existing solutions being available, a significant number of users are still reaching out for assistance, resulting in a less-than-ideal user experience and increased operational costs—approximately €9 per CS interaction.

Case Study

Improving Signposting for Lost
Devices and Mobile Number Changes

Objective

To reduce the number of customer service (CS) contacts

Challenge A

High CS Contact Rate: Users frequently contact CS for help with phone pairing, despite the availability of existing solutions.

Challenge B

User Frustration: The process of contacting CS is not smooth and causes frustration for users.

Challenge C

Cost Implications: Each CS contact costs the company approximately €9.

Current Flows

User with a new Phone and a New Number

Isuue number 1

Isuue number 1

User is from the Dach Area and service provider don't allow on line pairing .User
needs to go to the bank and make a physical transaction n the bank

Issue number 2

User has opened his acount the last 30 days and the limit to pair a new phone is after the 31 day

User is from the Dach Area and service provider don't allow on line pairing .User
needs to go to the bank and make a physical transaction n the bank

Issue number 2

User has opened his acount the last 30 days and the limit to pair a new phone is after the 31 day

User is from the Dach Area and service provider don't allow on line pairing .User
needs to go to the bank and make a physical transaction n the bank

Issue number 2

User has opened his acount the last 30 days and the limit to pair a new phone is after the 31 day

User with Old Phone and a New Number

Isuue number 3

Isuue number 3

User with new number need to passs KYC and need to wait for 24 hours to be verified.Also this flow is eligible for IOS users.


User with new number need to passs KYC and need to wait for 24 hours to be verified.Also this flow is eligible for IOS users.


User with new number need to passs KYC and need to wait for 24 hours to be verified.Also this flow is eligible for IOS users.


Research Goals

Research Goals

Research Goals

  • Understand why users are contacting CS for phone pairing


  • Identify the pain points in the current solutions provided


  • Explore users' behavior and motivation in such scenarios

Data Sources

Data Sources

Data Sources

  • CS Reports

  • CS Reports & AI Analysis

  • CS Data Dashboard

  • App Reviews

  • User Shadowing ( Observe User Interviews )

Analysis & Insights

User Behavior & Motivation

Contact Customer Support

Users often contact CS due to confusion or difficulty in navigating
the pairing process after losing their device or changing their mobile number.

Poor Visibility of Solutions

The current solution for pairing issues is buried deep
in the app's settings or FAQs, making it hard for users to find.

Self Service Support

Some users are unaware of the self-service options available within the app

Lack of Guidance

Users not receive clear instructions or prompts when they need to pair a new device or update their mobile number.

Guidance

The current signposting and guidance in the app may is insufficient, leading users to
prefer contacting CS directly

Cognitive Load

The process involve too many steps or technical language, overwhelming users.

Number of People Failed to unpair their Phone

Number of People Failed to unpair their Phone

Number of People Failed to unpair their Phone

75% - New Phone - New number
15%. - Old Phone - New Number
10%. - New Number - Old Phone

HMW Workshop & User Flow

Experience Design thinking workshop

Proposed Solution

Crisis management page

The final solution is a comprehensive crisis management page designed to address all potential issues users might face when pairing their phone or changing their mobile number. This page provides clear, step-by-step instructions and direct links to relevant solutions, ensuring users can quickly find the help they need without contacting Customer Support. Additionally, the solution includes proactive pop-up messages that appear when users encounter eligibility criteria that might affect their pairing process. These messages clarify the specific problem the user is facing and guide them to the appropriate solution, reducing confusion and frustration. This user-centered approach not only simplifies the process for users but also significantly decreases the volume of CS contacts, leading to a smoother experience and cost savings for the company

Rollout Plan

  • Gradual implementation started with a pilot group to monitor the effectiveness of the new features.


  • Full-scale rollout was based on feedback and initial results

Monitoring and Evaluation

Monitoring and Evaluation

Monitoring and Evaluation

  • Track the number of CS contacts related to phone pairing post-implementation


  • Monitor user feedback through app reviews and direct surveys


  • Use analytics to measure user engagement with the new features (e.g., how often users utilize the self-service options)

Outcome

The redesigned app experience lead to a reduction in CS contacts for phone pairing issues, improving both user satisfaction and reducing costs for the company.

Future Recommendations

Continuously gather user feedback to refine and improve the phone pairing process

Explore additional opportunities for automation and AI-driven support within the app to handle other common user queries