Design agency Santander Mobile phone screen

London digital design agency and App design

Project Title
Digital wallet
Client
Santander
Category
Research, Strategy, UX/UI Design, App Design

“The rigour and dedication to the requirements were quite impressive. The quality of their work was very impressive.”

Nadesh Sithambaram
Head of Product Proposition

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Question

Digital identity

In a world where our identity documents have become the key for so many doors, remembering passwords, accessing information and protecting this information has never been so important.

There are many test cases highlighting barriers to interacting with banking platforms and digital services as they exist today, so how can Santander intelligently smooth this process using digital identity?

TYC delved into understanding the internal research on the existing audience, today’s barriers to customers and their needs going forward, and then built upon this with qualitative interviews and trend insights. Our aim was to understand what the value is to the customer so we could gain mass acceptance, and identify which customer segments we start with, and how do we then spread the uptake.

Digital strategy and App design

Design agency Santander Graphic iconography

Research agency UK Santander Demographics

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Change

Radically improved customer experience design

Use digital identity in a way that benefits the users, not the bank!

TYC created a go-to-market strategy for a new digital identity integration into the existing Santander app. Our solutions took the onboarding of new customers from up to 5 days to 2mins! The project outlined and demonstrated the potential value to the customer and the positive knock-on effect to the business overall.

After testing usability and functionality with target customers, we provided the framework for the UX and UI design which the team then took internally to develop and execute.