Fintech | Bank
Banco Macro:Redesigning one of Argentina largest Bank
Banco Macro is one of the largest private banks in Argentina, with a strong focus on retail and business banking.
Info
Why this redesign?
The core mission of the redesign was to remove complexity and empower people in their digital banking experience.
Users reported difficulties with navigation, credit card flow presented major usability challenges, and low adoption of features like biometrics. In a market where digital wallets like Mercado Pago and Ualá have raised user expectations for speed, accessibility, and digital experience, Banco Macro needed to modernize its app while maintaining its essence of traditional banking trust.
Design in an Agile Team and Co-Design
As in many real projects, our process didn't follow a perfect linear diagram. We worked in parallel threads to maximize efficiency.
We held co-design sessions inviting people from different teams to work together with these goals: Let everyone's ideas, even the bad ones, come to light After weeks of research, each stakeholder had their own partial vision of the problem. Generate better questions and uncover limitations.
Foundational Research
We challenged our assumptions about how people interact with banking services by asking key questions: How do they navigate the app? What features matter most? Where are the friction points? Why is security adoption low? And how do expectations shift in comparison to digital wallets and traditional banks?
To answer these questions, we conducted:
Market analysis: We studied leading fintech platforms to identify what made their experiences fast and easy.
User and employee interviews
We collected key insights about problems in the previous version of the app.
Heuristic analysis
We identified usability issues in navigation and information hierarchy.
Data-driven insights
Using Qualtrics metrics, we analyzed customer satisfaction scores (CSAT), Net Promoter Score (NPS), and friction points in key banking flows.
Key findings revealed: Users face confusing onboarding, complex biometrics, and an unintuitive payment flow. Lack of clear guidance and immediate feedback causes errors, drop-offs, and low adoption, impacting trust and overall experience.
With the research complete, we could better define…
What the redesign should be/do:
The new Banco Macro app should be accessible and easy to use, designed for people looking for a modern digital banking experience without sacrificing the security and trust of traditional banking. It should eliminate complexity, optimize authentication and security processes, and offer a superior user experience that competes with digital wallets while strengthening long-term customer relationships.
What the redesig should not be/do:
The redesign should not sacrifice security for convenience, stray too far from the bank's identity, or add features without first solving the fundamental navigation and accessibility issues.
Design Exploration
Redesigning the banking app required balancing innovation with familiarity, as many users were accustomed to certain navigation patterns. We worked primarily on whiteboards before moving to digital tools, mapping key flows such as
01
Credit card access and management
02
Authentication and login
03
Biometric implementation
We used Figma to create comprehensive experience maps where everyone contributed questions and ideas based on their expertise: copywriting, engineering, legal, and UX.
The Banco Macro app redesign achieved:
Simplified navigation making essential functions more accessible.
Optimized security processes, integrating biometrics and digital tokens more smoothly.
Created interactive onboarding that facilitates the adoption of new features.
Modernized visual design with clearer hierarchy and better readability.
Improved key metrics: increases in CSAT, NPS, and adoption of security features.
The new design managed to balance innovation with familiarity, creating an experience that satisfies both tech-savvy users and those less familiar with digital banking.
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