I started by binge-scrolling through the HDFC app, capturing screenshots of every corner and mapping out each tap while considering UX Laws and the draw of familiar patterns. Before making any design decisions, I ran a fast heuristic eval and certain flows stood out.
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I did some hueristic evaluation to identify these issues. Moving beyond screens, Six HDFC users, from college students to retirees, agreed to quick chats over coffee, sharing how they navigate the app. Everyone found their recent transactions easily, but when asked about adding a payee, most hesitated or fumbled. Comments pointed to less relaible app, felt not secure, and a lack of privacy when balances display on crowded public transport.
Clicking any of the three buttons below redirects users to the side navigation bar with accordions in an open state.
Also in due bills the user has to "clicks 2 times to pay bills" it might overwhelm new users.
Worst part is we can take screenshots in any page whereas in any other banking app there are restrictions for this. Which i found out while looking for similar features.
To understand in depth, I conducted an extensive competitive analysis of India's leading banking apps: ICICI, Axis Bank, Kotak Mahindra, and Federal Bank. Each had its strengths and weaknesses, but some clear patterns emerged:
What struck me most was how these apps had learned from each other's innovations while maintaining their unique brand identities. This insight would prove crucial in my redesign approach.
HDFC's app was doing the opposite. Instead of leveraging familiar patterns that users expected from other banking apps, it had created its own unique (and confusing) navigation structure. The principle of recognition over recall was also being ignored users had to remember where features were located instead of being able to recognize them easily.