bunq — Continuous UX Research & Experience Optimization

Improving core banking flows through structured usability testing and cross-platform audits

Project Overview

bunq is a live digital banking product serving end users across Europe. My role focuses on continuous UX improvement through usability testing, UX audits, cross-platform consistency analysis, and behavioral data analysis.

Unlike a traditional design project, this work is centered on research, validation, quality control, and measurable UX optimization.

  • Client: bunq (Dutch Neobank)

  • Platform: iOS, Android, Web

  • Year: 2025 – Ongoing

  • Role: UX Specialist

The Challenge

bunq operates as a live digital banking product with frequent feature releases and cross-platform updates. This creates several challenges:

  • Drop-offs in critical onboarding and activation flows

  • Platform inconsistencies between Android, iOS, and Web

  • UX gaps caused by rapid iteration cycles

  • Friction in high-trust interactions (ID verification, payments, account closure)

  • Need for research-backed roadmap prioritization

The goal is not redesigning from scratch — but continuously improving a live system without disrupting product velocity.

Selected Example

Sign-Up Flow Drop-Off

Issue
High drop-offs (30%) during onboarding and ID verification.

Data

  • Funnel analysis showed abandonment at ID step.

  • 9/20 users expressed distrust in early promotional screens.

  • 7/20 users needed more context before commitment.

Findings

  • Lack of upfront clarity.

  • Insufficient progress feedback.

  • Inconsistent ID scanning behavior across platforms.

Recommendations

  • Add contextual onboarding explanation before phone input.

  • Improve error states & progress indicators.

  • Standardize ID interaction patterns.

Improvement

  • ID verification drop-offs reduced by ~9%

  • Improved onboarding completion rate ~4%

Impact Snapshot (2025)

  • ID verification drop-offs reduced by ~5%

  • UX audit issue recurrence reduced by ~45% (QoQ)

  • Android inconsistencies reduced by ~25%

  • Research insights influenced roadmap decisions

  • Improved release quality before production

  • Contributed to Android Design System maturity

My Responsibilities

My responsibilities focus on five core areas:

  1. Usability Testing: Weekly moderated & unmoderated tests across core flows.

  2. UX Audits: Heuristic & accessibility audits across platforms.

  3. Cross-Platform Reviews: Systematic Android / iOS / Web comparison.

  4. Data Monitoring: Funnel drop-offs, conversion rates, feature adoption, flow abandonment points.

  5. Reporting & Alignment: Structured reports influencing roadmap decisions.

NDA & Confidentiality Notice

Due to company policy and the live nature of the product, detailed product screens, internal tools, and proprietary data cannot be publicly shared.

The metrics and examples presented here are representative of the type of impact delivered. I would be happy to discuss deeper insights, processes, and additional case details during a private conversation.

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