RBC Mobile
RBC Mobile
Delivering confidence through thoughtful design in Canada’s top-rated banking app.
Delivering confidence through thoughtful design in Canada’s top-rated banking app.
About
About
The RBC Mobile app is a top-rated banking platform designed to provide a seamless, secure, and intuitive financial experience. It offers easy access to banking services, personalized insights, and innovative tools to help clients manage their money with confidence. Recognized for its user-friendly design and rich features, the app enhances customer satisfaction through smooth navigation, visually appealing interfaces, and quick access to essential financial information.
The RBC Mobile app is a top-rated banking platform designed to provide a seamless, secure, and intuitive financial experience. It offers easy access to banking services, personalized insights, and innovative tools to help clients manage their money with confidence. Recognized for its user-friendly design and rich features, the app enhances customer satisfaction through smooth navigation, visually appealing interfaces, and quick access to essential financial information.
Role
Role
Product Designer
Product Designer
Platform
Platform
iOS / Android
iOS / Android
Client
Client
RBC Royal Bank of Canada
RBC Royal Bank of Canada
Type
Type
Product Design
Product Design
,
,
Personal and Business Financial Services
Personal and Business Financial Services
Year
Year
2019
2019
Focus
Focus
Mobile personal and business banking UX, accessibility, service continuity, onboarding
Mobile personal and business banking UX, accessibility, service continuity, onboarding
Challenge
Challenge
The RBC Mobile app needed to maintain its top-rated App Store rating while introducing new features for their clients, ensuring accessibility compliance, and simplifying complex financial flows. Our goal was to build user trust and confidence with intuitive design, rock-solid reliability, and moments of delight—all within a highly regulated environment.
The RBC Mobile app needed to maintain its top-rated App Store rating while introducing new features for their clients, ensuring accessibility compliance, and simplifying complex financial flows. Our goal was to build user trust and confidence with intuitive design, rock-solid reliability, and moments of delight—all within a highly regulated environment.
My Role
My Role
Owned end-to-end delivery of new mobile features across onboarding, chatbot, and service flows
Co-defined roadmap priorities with Design Lead and PMs based on user insights and feasibility
Conducted usability testing (moderated + unmoderated) and synthesized feedback
Designed UX flows, edge cases, and advanced motion prototypes in Figma
Contributed to and maintained RBC’s mobile design system, including motion and accessibility
Owned end-to-end delivery of new mobile features across onboarding, chatbot, and service flows
Co-defined roadmap priorities with Design Lead and PMs based on user insights and feasibility
Conducted usability testing (moderated + unmoderated) and synthesized feedback
Designed UX flows, edge cases, and advanced motion prototypes in Figma
Contributed to and maintained RBC’s mobile design system, including motion and accessibility
Focus
Focus
Partnered closely with my Design Lead and Product Owners to plan for new work across mobile banking. I contributed estimations and scoped work proactively, aligning future features into active timelines to avoid rework and ensure cohesive UX across journeys.
Partnered closely with my Design Lead and Product Owners to plan for new work across mobile banking. I contributed estimations and scoped work proactively, aligning future features into active timelines to avoid rework and ensure cohesive UX across journeys.
Insights
Insights
Worked with a UX Research Specialist to conduct in-person, eye-tracking usability tests. Also set up A/B tests, surveys, and unmoderated sessions via UserTesting.com to validate design hypotheses for credit card onboarding and chatbot improvements.
Worked with a UX Research Specialist to conduct in-person, eye-tracking usability tests. Also set up A/B tests, surveys, and unmoderated sessions via UserTesting.com to validate design hypotheses for credit card onboarding and chatbot improvements.
Hands On
Hands On
Took a hands-on role in Figma to design flows, edge cases, and interactions. Prototyped service moments using microinteractions and motion. Animated iconography and created motion characteristics to bring delight into service interruptions and chatbot feedback states.
Took a hands-on role in Figma to design flows, edge cases, and interactions. Prototyped service moments using microinteractions and motion. Animated iconography and created motion characteristics to bring delight into service interruptions and chatbot feedback states.
Systems
Systems
Collaborated with developers and the DesignOps team to contribute to the evolving mobile design system. Defined motion characteristics and easing curves, added new pictograms, and ensured accessibility (AA) compliance throughout.
Collaborated with developers and the DesignOps team to contribute to the evolving mobile design system. Defined motion characteristics and easing curves, added new pictograms, and ensured accessibility (AA) compliance throughout.
Outcome
Outcome
Implemented RBC chatbot on the mobile app that led to fewer customer service calls
Delivered feature highlight video showcased to 300+ members at RBC Digital All Hands
Introduced motion-based microinteractions for chatbot and service feedback
Scaled responsive components for future-proof design at enterprise scale
Implemented RBC chatbot on the mobile app that led to fewer customer service calls
Delivered feature highlight video showcased to 300+ members at RBC Digital All Hands
Introduced motion-based microinteractions for chatbot and service feedback
Scaled responsive components for future-proof design at enterprise scale
Highlights
Highlights
Designed under regulatory constraints while championing user delight
Brought accessibility and motion into the mobile design system
Balanced reliability, innovation, and scale in a high-trust environment
Built confidence and clarity across service interactions
Designed under regulatory constraints while championing user delight
Brought accessibility and motion into the mobile design system
Balanced reliability, innovation, and scale in a high-trust environment
Built confidence and clarity across service interactions
What I learned
Banking UX is about more than functionality, it’s about emotional reassurance
Small moments of joy in high-stress contexts (e.g. service disruptions) build trust
Collaboration with developers from day one ensures motion is buildable and effective
Accessibility isn’t a constraint, it’s an opportunity to improve design for everyone
Tools
Figma
Whiteboarding
UserTesting.com
Sketch
Principle
Slack
Credits
Brian Cass
Product Designer
Ana Fernandes
UX Designer
Rida Zeineddine
Product Design Lead
Credits
Brian Cass
Product Designer
Ana Fernandes
UX Designer
Rida Zeineddine
Product Design Lead
Tools
Figma
Whiteboarding
UserTesting.com
Sketch
Principle
Slack
What i Learned
Banking UX is about more than functionality, it’s about emotional reassurance
Small moments of joy in high-stress contexts (e.g. service disruptions) build trust
Collaboration with developers from day one ensures motion is buildable and effective
Accessibility isn’t a constraint, it’s an opportunity to improve design for everyone
