A retail bank's web and mobile apps

The client was the retail arm of a European banking group, with card customers and branches but no digital channel worth the name. For a bank like that, launching a channel was never the hard part. The measure was how many existing customers moved their banking into it.

We owned the product from roadmap and backlog through UX research, prototyping, functional design and user documentation. Web internet banking went out first, with bancassurance products bundled into the channel. More than 50% of retail customers became monthly active on it.

Two years later we shipped the mobile apps. We built a native pair for iOS and Android rather than wrapping the website, so the apps had to stand on their own. Within six months 40% of cardholders had installed them, and more than 60% were active in them every week.

The year they launched, the apps took third place in a national “best bank mobile app” award.