A brief UX Design evaluation of a nearly perfect banking app.

1. HUMAN NEEDS
AND MOTIVATIONS
identifying points of friction in a well-designed banking app
1.3 user experience immersion JOY MARCUS

2. A regional bank based in Missouri USA.
Available from Apple and Google Play.
commerce bank app
COMMERCEBANK.COM
Commerce Bank has 174 branches in the
Midwestern United States.1
The app is
available for both iPhone and Android.
As a long-time customer of the bank, I can
wholeheartedly recommend it and its app
as providing a great user experience overall.
With the app specifically, I’ve been impressed
with the latest version, which is a pleasure
to view and use.
As a UX Designer, I wondered if there might
be any points of friction left in the current
version of this near-perfect app. so I decided
to conduct an analysis based on a typical
user journey.
1 https://www.mybanktracker.com/Commerce-Bank/Locations

3. user journey
Check account
activity for all
user’s accounts,
including savings,
investments, and
checking
PROMPT:
FRICTIONLESS EXPERIENCE AT HIGHER LEVELS:
The splash screen appears for
>.01 seconds, returning the
sign-in screen immediately.
Facial recognition software
processes within .01 seconds,
taking the user to the next screen.
After sign-in, the user
lands on a summary of all
accounts (saving, checking,
investments) with current
balances.
Clicking on any account brings
the user to an up-to-the-minute
list of all transactions, as well
as instant access to monthly
statements.
1 2 3

4. user journey
Check account
activity for all
user’s accounts,
including savings,
investments, and
checking
PROMPT:
EXAMPLES OF FRICTION AS THE USER GOES FURTHER:
The app’s default is to show all
accounts associated with a
holders’ social security number,
which might be a privacy issue if
the user has added a second for
emergency purposes only.
Transactions are static, with no
way to add notes. The app is so
good, it could replace the need for
Quickbooks if allowed notes and
was able to export reports.
When the user clicks on a
paper or electronic check to
view details, an empty window
appears, requiring the user to
call the bank for details.
3 4 5

5. APPENDIX: design hierarchy of needs
Stephen Bradley of smashingmagazine.com constructed a hierarchical model of consumer needs for products that lists
consumers’ product needs in the order they must be met, beginning with Functionality:
Needs Commerce Bank app
A regional bank based in Missouri USA. Available from Apple and Google Play.
Functionality The Commerce bank app performs well with basic functions, such as the ability to view recent
transactions and statements, transfer funds between accounts, and make deposits.
Reliability Both the responsive site and the downloadable app work reliably as long as internet is available.
Credentials or facial recognition are verified at each login for a safe and secure experience.
Usability The interface is almost entirely frictionless. Menu navigation is as close to ideal, requiring no
learning curve provided the user if familiar with the concept and practice of banking.
Proficiency The current Commerce Bank app’s functionality is robust and is close to an ideal state, as defined
“where everything can be done via the app.” The user can see all transactions, make payments,
download statements, deposit checks, make transfers, find branch locations, manage their
credit cards, set alerts, see “What’s New,” provide feedback and get support. Calls to the desired
department can be made with one click.
Creativity The interface is well-designed and effortless to navigate. The bank’s primary branding colors, spring
green and deep green, are used with great effect to guide and support the user in their navigation
journey. The circle is the brand’s primary design shape and is used to great effect in the lower right
corner, a spring green circle that’s easy to see and complements the look of every screen.
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