Experience and Usability Management in Digital Channels, Strengthened by Security and Technology Qorus-Infosys Finacle Banking Innovation Awards 2025

With the increasing competitiveness in the payments market and the growing need for customer primacy and hyper-personalization, we aimed to disrupt our customers' journey within our app. Before this project, we used standard authentication methods that often created friction during service access or onboarding, breaking the journey’s fluidity.

We faced the challenge of redesigning authentication with a focus on experience and usability, to maintain a smooth customer journey while being supported by strong security and technology. Our goal was to gather enough data to go against the market trend by scaling silent (frictionless) authentication, enabled by robust technology that ensures seamless authentication based purely on the user's interaction within the app.

After shifting our mindset and implementing this new experience and usability management platform, we’ve seen increased revenue, reduced customer friction within our app, higher user satisfaction, broader product and service offerings, and — crucially — fraud indicators remain within or below industry standards.