Role: IT UX Analyst, Low-Code & Frontend
Industry: Banking / Enterprise
Scope: User flows · Requirements clarification · Low-code implementation · Frontend adjustments · Testing
Collaboration: Business analysts · Product owners · Developers · Stakeholders
Focus: Making complex banking journeys clearer, safer, and easier to deliver across desktop and mobile
Due to GDPR and banking confidentiality, I cannot share real production screens or detailed internal visuals. This case study focuses on flow analysis, design decisions, collaboration, and the impact of the work.
At VÚB Bank, I worked in the IT department on internal and client-facing banking products. My work covered desktop Internet Banking and mobile banking flows in a highly regulated environment with strict security, technical, and low-code constraints.
Even small changes could affect important banking processes. This meant that every update had to be carefully considered in terms of consistency, validation, error handling, and implementation feasibility.
I worked on analysing, improving, and implementing user flows across desktop and mobile banking platforms.
My role combined UX flow design with low-code and frontend work. I collaborated with business analysts, product owners, developers, and stakeholders to make sure changes were clear for users, technically feasible, and safe to release.
The same banking functionality often existed across desktop and mobile platforms, but the flows were not always aligned. At the same time, business requests had to fit within a restrictive technical environment and could not compromise security, compliance, or usability.
The challenge was not only to improve the interface. It was to make sure each change worked logically across platforms, covered edge cases, and could realistically be implemented.
Discover - Shadowed and interviewed branch advisors and back office staff to understand daily workflows, bottlenecks and workarounds in existing internal tools.
Define - Worked with operations and compliance stakeholders to frame priorities, balancing usability improvements against strict security and regulatory constraints inherent to banking software.
Design - Designed flows and interfaces with heavy attention to error prevention and clarity, given the high cost of mistakes in a banking context.
Validate - Tested prototypes with branch advisors and operations staff in walkthrough sessions, refining based on how closely flows matched real task sequences.
Deliver - Delivered detailed specs to developers, with extra rigour around edge cases, permissions and audit trails required for internal banking systems.
Primary users - Internal bank employees: branch advisors and back office operations staff who use internal tools daily to service clients and process transactions.
Secondary users - IT security and compliance stakeholders who needed assurance that any redesign preserved auditability and regulatory alignment.
Petra, Branch Advisor
- Works directly with clients daily, needs to move fast during client meetings without fumbling through internal tools.
- Not a technical user by background, trained on the tools rather than naturally intuitive with software.
- Frustrated by internal systems that require too many clicks or steps that do not match the flow of a client conversation.
Jozef, Back office Operations Specialist.
- Processes and verifies transactions after they are submitted by branches.
- Values accuracy and traceability above speed.
- Frustrated when front end changes create ambiguity about what was submitted or by whom.
Contextual inquiries and shadowing sessions with branch advisors to observe real task flows rather than relying on self reported process.
Interviews with back office operations staff to understand handoffs between front and back office.
Workshops with compliance and IT security teams to map non negotiable constraints before design work began.
Usability walkthroughs of prototypes with branch advisors, focused on error proofing and task completion time.
Aligning desktop and mobile flows
Problem: Equivalent user journeys across desktop and mobile banking were inconsistent, creating an unpredictable experience for users switching between devices.
Solution: I compared flows across both platforms, identified inconsistencies, and simplified journeys where possible while respecting the limitations of each platform.
Result: Users got a more predictable experience across devices.
Reviewing requirements before implementation
Problem: Business requests were often shared before their full UX or technical impact was clear, creating risks of unnecessary complexity late in delivery.
Solution: I reviewed requests early, mapped their effect on existing flows, highlighted risks, and proposed alternatives when a solution would not work within the low-code framework.
Result: Issues were caught earlier, reducing rework and keeping delivery within realistic constraints.
Designing within low-code constraints
Problem: Many standard UX patterns were difficult or impossible to implement because of platform limitations.
Solution: I adapted flows and interaction patterns to what the system could support, combining low-code configuration with targeted frontend changes where needed.
Result: The team could deliver functional, usable experiences without being blocked by platform constraints.
Improving system feedback and edge cases
Problem: Missing states — such as validation messages, confirmations, error handling, and recovery paths — left users without clear feedback during important banking actions.
Solution: I identified these gaps and made the missing states explicit so users received clearer feedback and could better understand what was happening.
Result: Users gained more confidence and clarity when completing key banking actions.
Supporting delivery from request to testing
Problem: Misunderstandings between analysis, design, and development slowed down delivery and created gaps between what was requested and what was built.
Solution: Because I was involved in both flow analysis and implementation, I followed changes from the initial request through testing and refinement.
Result: Delivery became smoother and handoff gaps between roles were reduced.
More consistent user flows across desktop and mobile banking platforms
Earlier identification of UX risks, technical limitations, and unclear requirements
Clearer validation, confirmation, and error handling in important banking flows
Faster iteration through closer collaboration between business, UX, and development
More practical, implementation-ready solutions within low-code constraints
This role strengthened my ability to work on complex digital products where UX needs to balance user needs, business priorities, technical limitations, and risk.
It also showed me how important it is to make product decisions early, before a request becomes expensive to build or difficult to change.