A Mobile App and Improved User Experience for One of the UK's Largest Banks
The client
A UK branch of one of the country’s biggest banks, whose customers upload the documents needed for a loan application through an online platform.
Before this work, every file arriving through the app had to be downloaded by a member of staff and fed into the system by hand — which slowed down each interaction with a customer, including telling them what happens next, and consumed the team’s time on processing.
The challengeWhat the teams actually needed
The bank wanted to widen its reach and be ready for more customers. The original brief was a simple document scanning app; once that was delivered quickly, the client saw a larger opportunity.
Challenge 01A manual step in the middle
Files arriving through the platform had to be moved into the system by a person, which was where the delay lived.
Challenge 02Business logic across user types
The app is not especially complex, but cases for multiple types of user all had to be covered, which was the project’s biggest difficulty.
Challenge 03An unstable external API
Working against an external API that kept moving made everything harder than it needed to be.
What we did
A scanning app that became a digital transformation
Reaching the client’s goal took a mobile app, better experience on the core service, a digital transformation and a security audit — and the scope grew as the work went on.
The office taken out of the flow
The app removes the client’s office from the lending process and enables proper communication with end users, through digitisation and automation of a real banking system.
KYC and the offer lifecycle
Work covered know-your-customer guidelines, receiving an offer, prolonging one and signing documents.
Proactive push
Communication with end users became proactive through push notifications, so people know what is needed and what comes next.
More loans, fewer people
Visibility on the mobile market improved, engagement and retention with it, and the bank now sells more loans while involving fewer people in the core process — which lowers its costs.
Netguru quote
This project is a typical example of digital transformation in banking. The client came to us asking for a simple automation, but the project evolved. It resulted in streamlining the user experience and processes of the core services in loans to be fully digital.
More like thisOther places we scaled product teams for growth.
What’s next