Inecobank

As one of the leading banks in the South Caucasus, Inecobank CJSC offers a full range of banking services, including digital banking, to individuals, SMEs and corporate clients.

Founded on February 7, 1996, the bank serves more than 520,000 customers across Armenia and has brought industry-leading digital banking solutions to the Armenian market.

It has correspondent relationships with a number of leading banks, and since 1998 it has worked with more than 30 major international financial organizations.

In 2022, Inecobank introduced Apple Pay for iPhone and Apple Watch users: an easier, faster and safer way to make cashless payments worldwide.

In 2021, it launched paylater, bringing the buy now, pay later trend to Armenia: customers buy now and pay in installments with no additional fees.

In 2021, it introduced NFC payments, letting customers make fast, contactless payments with their Android smartphones.

In 2019, it launched "Transfer to Card", which lets InecoOnline and InecoMobile users make account-to-card and card-to-card transfers to cards issued by banks in the ArCa system.

In 2018, it became the first bank in Armenia to launch a smartphone payment system, InecoPay.

In 2017, it was the first to offer fully automated consumer lending through its mobile and online apps, so loans are available 24/7.

In 2014, it launched InecoMobile, its mobile banking app, which is now one of the leading financial apps in the country.

In 2012, with the launch of InecoOnline, it became one of the first banks to offer 24/7 banking services.

In 2009, it digitized and fully automated its point-of-sale loans, cutting approval time from 3–4 days to a few minutes.

I worked on InecoMobile, Inecobank's mobile banking app, as a UX researcher and UX/UI designer.

What I did

• Researched how customers use the app through surveys, interviews and observation, and turned the findings into patterns and priorities
• Structured the app's information architecture so everyday tasks are quick to find
• Designed everyday banking flows (transfers, transfers to card, currency exchange, deposit replenishment and loan repayments), with templates and periodic payments for repeat transactions
• Built wireframes and interactive prototypes and tested them with users

QR payments were a key feature: customers pay by scanning a code with their phone, so the flow had to be quick, easy and secure.

What QR payments needed

• A fast, reliable in-app scanner, plus a personal QR code for receiving payments
• Two-factor authentication with biometrics or a PIN
• A warning about fraudulent QR codes before any payment goes through
• Clear, step-by-step guidance with real-time feedback on the amount, recipient, date and time