A large, global North American bank sought to launch a cutting-edge consumer sales and service channel offering a personalized omni-channel experience, aiming to expand its customer base, attract younger demographics, and significantly reduce servicing costs.
Designed and launched a brand-new user experience tailored to attract younger consumers and expand the bank's overall consumer demographic.
Developed a product-oriented roadmap introducing credit cards, deposits, student loans, and others while minimizing disruption to existing customers.
Built a consumer banking platform covering the full consumer lifecycle — lead generation through service fulfillment — with consistent omni-channel delivery.
Launched mobile banking capability improving younger customer acquisition and enabling self-service to drive down servicing costs.
Reduced consumer servicing costs by 90% through improved omni-channel experience and self-service enhancements.
Needs-based user experience improved customer retention and service quality significantly.
Mobile banking launch drove meaningful acquisition growth in the younger consumer demographic.