Our multinational bank client provides a range of retail banking and wealth management products to around 14 million customers in the UK.
Its UK app for iOS and Android was created to help customers manage their accounts in a simple and convenient way.
But the app was failing to deliver on this promise. Technical bugs, performance issues and a poor customer experience hampered customer satisfaction and app store ratings.
An example of one of these issues was it took a sluggish 30 seconds for users to log into their account.
These issues stemmed from problems in the mobile app build and supporting API infrastructure, and bugs were making their way into new releases, despite the lengthy 12-week process to get them live.
The bank therefore identified two ways to improve UK customer satisfaction and elevate app store ratings:
- Deliver a new, high performance mobile banking app with a superior user experience.
- Improve the supporting API infrastructure to solve critical performance issues, including the slow log-in.