Pioneer in the banking phenomenon

Challenges

Working with Aion Digital in 2021 on the Kuwait Finance House Kuwait (KFHK) digital transformation project, we encountered several significant challenges and opportunities. One of our primary challenges was the need to align the existing banking systems with our vision of creating a modern, customer-centric, and digital-first banking experience. This task demanded a deep understanding of traditional banking processes and a creative approach to seamlessly integrate innovative digital solutions.

Another major challenge we faced was in designing user interfaces (UI) and user experiences (UX) that not only adhered to the stringent security and compliance standards of the banking industry but also provided a user-friendly and visually appealing experience. Striking the delicate balance between security, compliance, and user-friendliness proved to be a persistent challenge throughout the project.

Our Approach

We began by refining customer journeys and simplifying extensive forms to streamline the user experience. Leveraging insights from Mixpanel and user research data, we tackled the issue of user onboarding, aiming to reduce the 31% bounce rate. To ensure a consistent experience between mobile and web platforms, we established design patterns that minimized cognitive load for users transitioning between them. Additionally, we transitioned from Sketch to more efficient design tools & design systems, eliminating time-consuming version management.

The introduction of unified design systems for Android and iOS, coupled with native component utilization, enhanced the user experience. Usability testing and iterative design played a pivotal role in our approach

Outcomes

Through the efforts, KFH achieved several notable outcomes, including a seamless onboarding process, the successful launch of fully functional Android and iOS apps, the development of a comprehensive retail web portal, and a remarkable 11% increase in customer acquisition. By introducing large-scale design systems, we established consistency across KFH's diverse product offerings, serving as a reliable reference point for design, technology, and end users. These achievements have fortified KFH's position as a leading player in the global Islamic financial industry while improving the experience for its valued customers.