Project concluded. The app is no longer available on the App Store: we show it as completed work. The screens, services and prices shown refer to the period when it was published. The app's text is in Italian.
The project
Riabilitazione Bancaria (“Bank Rehabilitation”) was an iPhone app for people who have a problem with their bank or a lender and want to understand how to proceed, up to filing an appeal with the Banking and Financial Ombudsman (Arbitro Bancario Finanziario, ABF) of the Bank of Italy.
The goal was to remove friction: no phone calls to find out what a service costs or includes. You pick the service from a menu, the price appears right away, you buy with one button, you send your documents with a short form and, if you need to, you talk to a consultant in a chat.
In numbers, inside the app
The screens
Five steps of the app, as users saw them. The app's text is in Italian.
What the app did
Preliminary consultation
A bank rehabilitation consulting service, including checks on the credit register and the Bank of Italy, to start from reliable data about your own position.
Clear prices before you buy
Once you pick an option the price updates instantly: what you see is what you pay, with no quotes to wait for.
Support chat
Support on Apple Business Chat or WhatsApp, every day from 9 am to 5 pm. The cost of the contact is deducted from the service you choose.
Guided document submission
The app explained step by step what to do: scan your ID card and tax code, compress the files into a single .zip and send them by filling in a short form.
The Banking and Financial Ombudsman in brief
The ABF is an out-of-court dispute resolution system between customers and banks or other financial intermediaries, supported by the Bank of Italy. It is an independent and impartial body: the procedure is written, no lawyer is needed and the appeal is filed online.
Before filing, a written complaint to the intermediary is required. Its decisions are not binding like a judge's, but if the intermediary does not comply, the non-compliance is made public.
For official information and to file an appeal: arbitrobancariofinanziario.it. These lines are informative and do not replace professional advice.
What we did
- Design of the user experience and of the app interface.
- Development of the iPhone app.
- In-app purchase of the services and a form to send the documents, with file upload.
- Connection of the support chat channels (Apple Business Chat and WhatsApp).
- Preparation and publication on the App Store.
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