As part of my Interaction Design study, I conducted a comprehensive analysis of the CIBC mobile app, performing a full-scale evaluation against all 10 of Nielsen’s Heuristics. I deconstructed the app’s architecture to identify friction points—ranging from visibility of system status to error prevention—that hinder the user journey. By assessing every heuristic principle, I developed an evidence-based report with actionable design solutions to resolve usability gaps and streamline essential banking functions. This work focused on transforming complex navigational challenges into a more intuitive, efficient, and user-friendly experience.
Disclaimer: This UX analysis is an independent case study conducted for educational purposes. It is a sample analysis focused on identifying systemic friction points and is not affiliated with or commissioned by CIBC.
Impact
A five-day delay in a Global Money transfer occurred because the app failed to notify the user of a back-end error or a pending cancellation. The transaction failed due to missing input fields for mandatory UK regulatory data, specifically the beneficiary's middle name and date of birth.
