Mobile App Rebuild | Consumer and Business
This project is subject to confidentiality, and specific details have been generalised to maintain discretion.
Problem:
The organisation’s digital banking experience needed a strategic refresh to align with evolving customer expectations and business objectives.
The challenge was to ensure that the rebuilt mobile app would deliver a seamless, intuitive, and future-ready experience across key banking segments: youth, everyday banking, home lending, and business.
Approach:
Understanding Customer Needs:
User research across youth, home lending, and business customers to uncover pain points and opportunities.
Analysis of customer behaviors and expectations from digital banking experiences.
Strategic Concept Development
Ideation and validation of tailored concepts for each banking segment.
Cross-functional collaboration with product, technology, and design teams to ensure feasibility and innovation.
Defining the Plan & Execution Strategy
Mapping out a phased rollout strategy for key features and improvements.
Prioritisation of enhancements based on customer impact and business value.
Outputs:
A strategic vision document outlining the core direction for App 2.0.
Concept definitions for Youth Banking, Everyday Banking, Home Lending, and Business.
A structured implementation roadmap with the next steps for delivery.
Impact:
The work on App 2.0 provided a clear north star for the organisation’s future digital banking strategy.
Key outcomes included:
Customer-Centric Insights: Deep understanding of customer needs driving feature prioritisation.
Strategic Direction: Leadership alignment on the next phase of app development.
Roadmap for Execution: A structured approach to deliver meaningful digital banking improvements, ensuring the organisation remains competitive and customer-focused.
