European Postal and Retail
Network Modernizes its Foreign
Currency and Prepaid Card App
to Deliver a Seamless Digital
Experience
Key highlights
End-to-end overhaul
A complete front-to-back redesign, spanning UX research through re-platformed back-end systems.
34 core product journeys redesigned
Redesigned, tested, and validated 34 core journeys to deliver a more intuitive and consistent app experience.
4 key app enhancements
Introduced biometric login, intuitive navigation, multi-card management, and enhanced account controls.
Summary
A leading European postal and retail network firm needed to overhaul its foreign currency and prepaid card app and update the systems behind it. The goal was to broaden the app's appeal, expand its customer age profile, and increase the percentage of people who actively use the app after downloading it. The team delivered a complete end-to-end redesign, research, service design, visual design, and back-end re-platforming, introducing biometric login, clearer navigation, multi-card management, and greater account oversight.
Client overview
Setting the scene for a currency and prepaid card app overhaul
The client operates a large-scale retail and postal network that provides postal, banking, and government services through thousands of branches, with branch staff relying on point-of-sale technology to deliver a wide range of products and services to customers.
Challenges
Fragmented user journeys and legacy systems limit digital engagement
The existing app's journeys had accumulated pain points that had not been benchmarked against best-in-class competitor experiences.
Disparate elements of the app's information architecture made key tasks feel disconnected from one another.
Outdated back-end systems lagged behind what a modern front-end redesign would need, capping how far the user experience could actually be improved.
The app skewed toward an older, narrower customer base, and too many downloads never turned into active, ongoing use, limiting the app's everyday relevance.
Solution
Reimagining the app experience through human-centered design and back-end modernization
The client's foreign currency and prepaid card app lets customers manage foreign currency and prepaid travel cards on the go. Still, its existing journeys and back-end systems limited its appeal. The app needed to work harder to reach a broader, younger customer base and turn more downloads into everyday use.
Work began with an expert review of the existing app journeys, separated into individual tasks to identify pain points and opportunities, alongside a competitor landscape review and an information architecture mapping exercise. This enabled a complete overhaul of the app, with clear, logical, and engaging journeys for priority tasks and high-priority edge cases. Working alongside the client's team, we re-platformed the app so its back-end capabilities matched the new front-end designs, future-proofing the product for further design work.
Biometric login
Added biometric logins to make sign-in faster and more secure.
Clearer navigation
Introduced a navigational progress bar and repositioned the app's global navigation.
Multi-card management
Added functionality for customers to switch between cards within the app.
Greater account control
Increased oversight of a customer's account, with the ability to freeze and unfreeze cards.
Solution enablers
Zensar Services
- User research
- Experience design
- UX/UI design
- Design systems
- Mobile app design
- Usability testing
Human-centered design approach
- User research
- Pain-point analysis
- In-situ research
- Concept design
- Iterative validation
- Stakeholder co-creation
Scalable experience foundation
- Product journey redesign
- Reusable components
- Component library
- Design principles
- AA Accessibility target
- Branch IT experience
Business outcomes
Enabling a complete, future-ready app experience
The team redesigned, tested, validated, and signed off 34 core product journeys, supported by reusable, journey-agnostic interactions and a component library to guide future development.
The redesigned experience introduced biometric login, clearer navigation, multi-card management, and greater account oversight, giving customers a faster, more secure, and more capable way to manage their foreign currency and prepaid cards on the go.
The resulting design direction and component library gave the client a scalable foundation to keep modernizing the app experience while improving consistency, usability, and accessibility across its digital products.
