Case Study
UST helped transform a multinational bank's digital experiences to better serve 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:
- Personalized for each country - The modular architecture allows the IT team to rapidly adapt the solution to the local banking requirements of each country, so customers can seamlessly manage their accounts.
- Frictionless for an enhanced experience - By optimizing the customer journey, UST eliminated complexities to ensure customers in any country with differing levels of digital proficiency can easily conduct their banking.
- Responsive to multiple devices - The modern user interface is compatible with a range of devices and screen sizes, providing a consistent, user-friendly experience.
THE IMPACT
Elevating customer experiences with a system built for the future
With the new system, the bank can:
- Offer localized online banking - This tailored approach strengthens customer relationships, enhances the customer experience, and meets user expectations for simplified, easy banking.
- Enhance its image - The consolidated online banking system showcases cohesive branding across countries, eliminates confusion among customers, and promotes trust and reliability to target audiences.
- Compete more effectively - The streamlined, optimized, frictionless online banking solution that’s tailored to each country's needs helps retain existing customers and grow market share.
- Expand digital services - The new modern online banking system is an agile foundation on which the bank can easily offer new products and services to meet the evolving needs of the countries and customers it serves.
RESOURCES
https://www.ust.com/en/what-we-do/experience-design/experience-design