One of the largest African multinational banks, offering personal, business, private, and corporate banking services, wanted to optimize its new digital application’s performance and user journeys for its millions of customers.
Required visibility into current performance and customer experience metrics to identify optimization areas.
Needed expert resources for application performance, UX, business performance mapping, data analysis, quality assurance, and user journey monitoring
Aimed for consistent UX across major mobile and web platforms, necessitating testing of complex user journeys and timely issue resolution.
Analyzed customer user journeys to improve application performance and CX, enhancing customer engagement.
Tested the application on real devices to optimize performance and ensure consistent experiences across digital channels.
Created a design framework to address pain points, benchmark performance, analyze features, improve UX metrics, and boost customer satisfaction, conversions, and engagement.
Enhanced customer satisfaction rates of over 80%
Increased transaction speeds and success rates
Enhanced ease of navigation
Improved end-user issue resolution rate
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