A personalised & differentiated open banking service

In short

In Australia's fiercely competitive banking sector, a big-4 bank faced declining market share due to an outdated mobile app, compounded by the emergence of Neo Banks and diminishing customer confidence in traditional banks.

Client

A big 4 Australian bank

Services

Market sizing
Competitive research
Internal Service Design
Quantitive and Qualitative Research
Customer Experience

Methodology:

A comprehensive 6-month market sizing analysis compared the bank's status to leading digital strategies and explored how the brand could reposition itself to ensure renewed customer confidence and reduction of churn.

Solution:

Compared the bank's current state with best-in-class strategic directions for transitioning into a digital-first bank. Simultaneously, operational changes in Design and Marketing improved service quality, customer experience, and data capabilities.

No items found.

Our other projects

A seamless digital experience across all Optus services

Enhancing Retail Operations through Video Analytics