Case Study
UST helped transform Standard Bank's digital banking experience to serve millions of customers across 16 countries
OUR CLIENT
Founded in 1862, Standard Bank is one of Africa's leading financial services companies. The bank operates in 20 countries in sub-Saharan Africa and the major global financial centers, serves more than 15 million clients, and has R1.4 trillion (US$142.9 billion) assets under management.
THE CHALLENGE
Building a seamless and consistent digital banking experience across countries
For years, Standard Bank was operating across multiple countries in Africa with disparate internet banking experiences that were built independently and in siloes. The result was a patchwork of inconsistent user experiences that did not reflect the brand guidelines and experience standards that the bank wanted to deliver. To compound the situation, the banking experiences in different countries spanned multiple languages and catered to diverse cultures and customer behavior. Standard Bank wanted to transform this into a streamlined, integrated experience that offered customers a consistent, modern banking experience yet localized to each country and culture.
THE TRANSFORMATION
Creating a cohesive yet flexible digital banking experience
UST experience design consultants and developers transformed Standard Bank’s disparate customer-facing online banking systems with a consolidated system that can be easily tailored to each country’s language, currency, and cultural preferences. The new system is designed to be:
- Personalized for each country - The modular architecture allows the IT team to rapidly adapt the solution to the local banking requirements of each country so customers can seamlessly manage their accounts.
- Frictionless for an enhanced experience - By optimizing the customer journey, UST eliminated complexities to ensure customers in any country with differing levels of digital proficiency can easily conduct their banking.
- Responsive to multiple devices - The modern user interface is compatible with a range of devices and screen sizes, providing a consistent, user-friendly experience.
THE IMPACT
Elevating customer experiences now with a system built for the future
With the new system, Standard Bank can:
- Offer localized online banking - This tailored approach strengthens customer relationships, enhances the customer experience and meets user expectations for simplified, easy banking.
- Enhance its image - The consolidated online banking system showcases cohesive branding across countries, eliminates confusion among customers, and promotes trust and reliability to target audiences.
- Compete more effectively - The streamlined, optimized, frictionless online banking solution that’s tailored to each country's needs helps retain existing customers and grow market share.
- Expand digital services - The new modern online banking system is an agile foundation on which Standard Bank can easily offer new products and services to meet the evolving needs of the countries and customers it serves.
RESOURCES
https://www.ust.com/en/what-we-do/experience-design/experience-design