The challenge

Nova came to us with a banking app that had grown feature by feature for six years. Every request had been answered with another tab, another toggle, another badge. The result worked, but it asked customers to think far too hard about ordinary tasks.

We started by watching people use it. Checking a balance took four taps. Moving money took nine. The information people needed most was buried under the features that were easiest to ship.

What we changed

We rebuilt the product around three questions people actually ask: what do I have, what is leaving, and what can I safely spend. Everything else moved one level down. The home screen went from twenty-two elements to six.

Transfers were rewritten as a single continuous flow with the confirmation step folded into the action itself. Recurring payments became visible on a calendar rather than hidden in a settings list.

The outcome

Support tickets about navigation dropped by roughly two thirds in the first quarter after launch. Average time to complete a transfer fell from ninety seconds to under thirty. More telling, the feature requests changed character — people started asking for new capabilities instead of asking where things went.