Transforming Business Banking Digital Experiences

A top 20 U.S. based bank embarked on an enterprise-wide modernization initiative to sunset technical debt and enhance the business banking customer experience across digital and in-branch channels. Recognizing and envisioning the opportunity for optimization, the bank began planning a future-forward, seamless, scalable, and modernized mobile and online banking experience for the 200K+ customers within the segment.

Business banking customers faced fragmented, manual processes that hindered efficiency and usability. Overall customer journeys were hindered by legacy systems, manual authentication checks, and inconsistency of collective experiences. These inefficiencies began to surface reconsiderations around industry standards, usability standards, and improvements needed for business customers spanning entry points into their own financial management dashboards, logging in, and transacting in their accounts.

Since the enterprise felt the urgency in their concerted efforts, they chose a third-party platform and integrated systems to maintain speed to market with a new digital customer experience.

APPROACH + EXECUTION

1. End-to-End User Discovery and Assessment:
   • The team conducted comprehensive discovery efforts around the business banking customer journey, from account opening to money movement.
   • Friction points were identified, including manual authentication processes, fraud flagging inefficiencies, and usability gaps clarified along various digital transaction use cases.
   • Prior research was leveraged and industry standards assessed to define opportunities for enhancement within account opening, login, onboarding, and money movement digital and branch moments.
2. Seamless Omnichannel Experience Design:
   • Streamlined account opening workflows identified and opportunities highlighted where reduction in operational bottlenecks and enhance banker efficiency could be addressed.
   • Modernization gaps addressed in third-party integrations throughout user login experiences, which included both admin and sub-user considerations.
   • Redesigned integrated application features with a small business business-centric approach, enhancing recipient management, transaction tracking, and mobile-first usability for the bank’s Zelle offering.
   • Audited core platform card management user flows, alongside recommendations for insight-driven enhancements to create a more intuitive spend management of multiple card users across a single account.
3. Cross-Functional Collaboration and Compliance Alignment:
   • Legal team reviews ensured compliance across various federal regulations needing adherence.
   • Internal and solution provider technology team member reviews ensured technical feasibility and implementation across various platform integrations.
   • Design system team reviews allowed the team to keep within current digital design and WCAG standards, and to assist in the definition of future standards within the design system delivery roadmap.

OUTCOME

The modernization of the business banking experience resulted in:

• Faster, more efficient account opening through automation and streamlined workflows.
• Seamless integration across digital and in-branch touchpoints, improving banker-assisted and self-service interactions.
• A best-in-class digital payments experience that met industry standards while aligning with business banking needs.
• Stronger compliance and security measures, reducing fraud risks and ensuring regulatory adherence.
• A scalable digital foundation to support future iterations and enhancements delivered against the product roadmap.

The modernization of the business banking experience led to faster and more efficient account opening, seamless digital and in-branch integration, and an industry-standart digital payments system. Additionally, it enhanced security and compliance while establishing a scalable foundation for future growth and innovation.