End-to-end Digital Transformation for increased success

PROBLEM STATEMENT

Bidvest Bank was struggling with a stagnated share of wallet, few new customers and low engagement on platforms. A full digital transformation was needed to refresh and update the customer experience.

WHAT WE DID

We started by aiming to understand the user perception of the client, understanding their problem and opportunity areas, and the requirements that a digital customer has from a bank.

We continued to engineer an end-to-end experience across various touchpoints that is aligned to a carefully crafted experience promise and strategy.

WHAT WE ACHIEVED

The Immersion team developed a refreshed, updated website that offered a user-centred journey; as well as a new mobile app to enhance and support the overall customer experience. Additionally, re-engineered onboarding journeys were created to streamline the entire process of becoming a customer and provide a smoother, more efficient experience, reducing frustration and improving customer satisfaction.

These improvements not only enhanced the customer experience, but they also provided Bidvest with a competitive advantage and set the stage for continued growth and success.

Updated Website and Customer Experience

Completely new mobile App

3200hrs

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