Tidewater

Tidewater’s app made everyday banking feel harder than it needed to be. Members had trouble finding payments, telling accounts apart and checking whether a transfer had gone through.

We reorganised the main screens around everyday tasks and replaced unclear labels with plain language. The aim was to make balances, payments and transfer status easier to understand at a glance.

We designed account summaries, payment steps and confirmation screens, then worked through the flows for the app build. Each screen used the same labels and patterns so members did not have to learn them again.

The updated app made routine tasks quicker and transfers easier to complete. Support requests fell as more members could check what had happened without asking for help.

“Our members can get the basics done without second-guessing every step.”

Nora Bell, Member Experience Lead

Outcomes

• -30% task time

• -20% support requests

• +40% successful transfers