In 2018, we embarked on a massive initiative to revamp our mobile banking apps for customers across Singapore (SG), Hong Kong (HK), Taiwan (TW), China (CN), Indonesia (ID), and India (IN). We began with TW and SG, and I took on the role of UX Design Lead for the TW mobile app, working closely with both local and regional business partners to create a best-in-class digital banking experience.

This two-year project was a significant undertaking, with 300+ contributors involved. One of the key lessons I learned was how to effectively manage resources—people, time, and budget—while ensuring seamless collaboration across multiple countries. Although I primarily worked with my team in SG, I traveled to TW several times for customer immersion and usability testing, and to IN to bridge the gap between design and development.

We completely redesigned the customer journey, integrating both frontend and backend experiences, and ensuring a smooth transition from offline to online banking. But our vision extended beyond just TW and SG—we also built a modular system that enables us to reuse design components across markets, optimizing both time and cost for future developments.

An exciting milestone from this journey was receiving the Singapore Good Design (SG Mark) Award in 2021 for our experience design—an achievement that truly validated our efforts!

Key Design Screens

Online/Offline Marketing Campaigns