Case Study

UST helped transform a multinational bank's digital experiences to better serve millions of customers across 16 countries

This multinational bank needed to consolidate disparate digital banking experiences resulting from a siloed country-wise business approach. With a deep understanding of African consumer behaviors, UST leveraged a design thinking approach to create flexible, frictionless banking experiences that meet the needs of millions of customers across 16 countries

OUR CLIENT

Founded over a century ago, this bank is one of Africa's leading financial services companies. It has operations in 20 countries and major global financial centers, serves more than 15 million clients, and has more than R1 trillion (US$54 billion) assets under management.

THE CHALLENGE

Building a seamless and consistent digital banking experience across countries

For years, the bank operated across multiple countries with disparate internet banking experiences that were built independently and in siloes. The result was a patchwork of inconsistent user experiences that did not reflect brand guidelines or experience standards the bank wanted to deliver. To compound the situation, the banking experiences in different countries spanned multiple languages and catered to diverse cultures and customer behaviors. Bank leaders wanted to transform its disparate online banking systems into a streamlined, integrated experience that offered customers a consistent, modern experience localized to each country and culture.

THE TRANSFORMATION

Creating a cohesive yet flexible digital banking experience

UST experience design consultants and developers transformed the bank’s disparate customer-facing online banking applications with a consolidated system that can be easily tailored to each country’s language, currency, and cultural preferences. The new system is designed to be:

THE IMPACT

Elevating customer experiences with a system built for the future

With the new system, the bank can:

RESOURCES

https://www.ust.com/en/what-we-do/experience-design/experience-design

https://www.ust.com/en/industries/financial-services