Birbank is a popular mobile banking application in Azerbaijan, developed by Kapital Bank, one of the largest banks in the country. The app provides a wide range of banking services, allowing users to manage their finances directly from their smartphones.
As of December 2023, Kapital Bank serves approximately 5.5 million individual clients and 35,000 legal entities.
Kapital Bank’s Birbank mobile application has been ranked first in Azerbaijan’s 2024 Mobile Banking Rankings by the consulting and research firm “Markswebb.”
The bank was founded on July 24, 1874. The first service point of Kapital Bank, which is the legal successor of Savings Bank of Azerbaijan, started to function as from July 24, 1874
BirBank needed a modern, scalable mobile banking experience that could support millions of users while simplifying everyday financial tasks. Traditional banking apps often overload users with information, making navigation complex and financial management overwhelming.
Create a clear and structured mobile banking experience
Simplify onboarding and first-time user activation
Improve money transfer flows
Provide intuitive financial overview
Research focused on understanding how users interact with mobile banking apps in everyday contexts: checking balances, transferring money, reviewing transactions, and managing financial products.
User expects a clear hierarchy, predictable flows, and minimal friction from the app.
Users check balances frequently and expect instant clarity.
Money transfers are high-frequency actions and must be frictionless.
Financial dashboards should reduce anxiety, not increase it.
First-time onboarding significantly impacts trust and retention.
Advanced features (like VAT refund) must feel secure and easy.
Validate clarity and ease of first-time user setup.
Findings:
Simplified steps reduced drop-off risk
Clear progress indicators increased trust
Visual feedback improved perceived security
Ensure transfer tasks are fast and error-resistant.
Findings:
Clear input fields reduced hesitation
Prominent confirmation steps improved confidence
Reduced cognitive load improved speed
Test the readability of the “My Finances” section.
Findings:
Charts improved spending awareness
Clear categorization reduced confusion
Users preferred summarized over raw data
Ensure users can access and understand VAT refund functionality.
Findings:
Clear placement improved feature discovery
Step-by-step flow reduced uncertainty
Visual confirmation increased trust
Previously, customers had to visit a branch to open an account. With the new approach, that’s no longer necessary. Now, they can choose their desired product, set a credit limit, and upload all required documents from the comfort of their home.
The new money transfer page serves as a gateway to all available options, including favorite transfers, transfers via phone number, card, or bank, along with a wide range of payment choices for customers.
The new finance hub provides all essential financial information across different currencies, including account statistics, savings, loans, credit cards, and more. It allows customers to track their activity and manage their cash flow efficiently.
In Azerbaijan, people can request a VAT refund from the government on every purchase. We designed a simple and intuitive process to make it easy for them to claim their refunds.
The redesigned BirBank mobile app delivered a modern, structured, and scalable banking experience that simplified everyday transactions while supporting advanced financial services. Users were able to navigate core banking tasks more efficiently, gain clearer financial insights, and complete money transfers with greater confidence. The cohesive UI system strengthened brand perception and supported long-term scalability.