Previous case
A banking app prototype to test business hypotheses
We helped the banking institution design and test a new experience concept to help envision a new direction of the app for its users.
Client
HSBC
Estimated duration
Description
For years, we worked with one of the leading banking entities in the country. Throughout that time, it was possible to observe, both as customers and suppliers, a complex customer experience that critically impacted retention rates. Customers abandoned the bank after facing multiple experience and performance issues across different applications and devices.
What it solves
The organization needed internal evidence to justify the investment in design and demonstrate the value of evolving its digital experience. Without that evidence, strategic decisions in this area lacked an objective basis, and the retention issue remained unaddressed.
How we will work
We defined, prototyped, and tested a concept aimed at raising awareness within the organization about the need to invest in design and transform their customers' digital experience.
One of the core elements of the proposal was to help users navigate their financial information easily. To achieve this, we worked on a clear information and navigation architecture that differentiated financial services and products, simplifying customer operations.
In parallel, we explored the value of developing a simplified design system that would allow the organization to scale and iterate its products with greater agility, reducing time-to-market and improving design decision-making processes.
The testing results were made available to the organization as a decision-making tool, demonstrating the positive impact on customer satisfaction and providing an objective basis to reverse the negative trend in retention.
What they are carrying
The prototyping concept generated internal awareness regarding the need to invest in design and evolve the customer's digital experience.
The testing results provided concrete evidence of the positive impact on customer satisfaction and its relationship with retention rates.
The project helped the organization redefine its strategic goals in terms of digital experience and make decisions that drove its improvement.
