This research explores the mobile banking experiences of Mandarin-speaking newcomers in Toronto, with a focus on the role of in-app chatbots in supporting or hindering their financial interactions. Using an inclusive design research approach, the study combined semi-structured interviews and a participatory co-design session to identify usability challenges and explore design opportunities. Thematic analysis of five interviews revealed four major pain points: uncertainty about chatbot capacity, confusion caused by irrelevant information, cognitive overload from complex app interfaces, and a lack of support in understanding Canada’s credit system. These themes guided a co-design workshop involving seven participants who contributed reflective feedback and proposed improvements to current user experience designs. Findings suggest that the information architecture of the current banking app is overwhelming for newcomers, and the information is often overflowed. Also, while chatbots hold potential to streamline banking workflows, their current implementations often fall short due to generic responses, poor contextual understanding, and lack of multilingual support. The research highlights the need for more transparent, culturally responsive, and linguistically inclusive design strategies. The resulting prototype proposes a simplified information architecture and a context-aware chatbot flow that together aim to enhance user confidence and financial autonomy among Mandarin-speaking newcomers. These insights contribute to the broader discourse on inclusive fintech design and call for deeper engagement with marginalized users in the development of digital financial services.