Inclusive Mobile Banking for All Malaysians Qorus-Infosys Finacle Banking Innovation Awards 2025

Concept and Objectives

BSN’s mobile banking app was developed as a mobile-first alternative offering banking services in a secure, accessible, and intuitive way. It is designed to empower all Malaysians, including seniors, rural populations, and youth under 18, to manage their finances independently and without visiting a branch. The app enables essential services such as balance checks, fund transfers, and payments within a user-friendly interface. Secure access is supported by biometric login and two-factor authentication, combining safety with simplicity to deliver inclusive digital banking.

Reasons Behind

With the rapid growth of smartphone usage and widespread adoption of QR payments, BSN identified a strategic opportunity to provide a simpler and more accessible digital banking solution. While internet banking remains available, it is not optimal for every segment. Many Malaysians needed a mobile platform that supports easy access, convenient, and around-the-clock services. The app was launched to realize BSN’s vision of “No Malaysian Left Behind,” reinforcing its role as a community-focused and inclusive financial institution.

State of Competition

Most mobile banking apps in Malaysia are built primarily for tech-savvy, urban populations. Few are tailored to the unique needs of digitally underserved groups such as seniors or rural communities, and even fewer allow full access to users under 18. BSN’s app fills this gap with inclusive design, simplified navigation, and broader accessibility, setting it apart in a competitive digital banking landscape.

Sources of Inspiration

This initiative was inspired by BSN’s responsibility as a national institution to serve every segment of society. It aligns with the bank’s Transformation Blueprint, which maps innovation across customer intents such as onboarding, daily banking, financing, and servicing. Within this strategy, the mobile app serves as a core digital enabler under the daily banking pillar. It also reflects BSN’s broader commitment to advancing inclusive banking and becoming a top-ranked institution in customer service.

Departments Involved

The project brought together internal teams from Digital Banking, IT, Customer Experience, Strategic Communications, Compliance, Risk, and Audit. BSN collaborated with a well-established banking technology provider to deliver a scalable platform, and a specialist UI and UX consultant to ensure the app's design was simple and intuitive. The marketing and community outreach teams also played a key role in onboarding customers and promoting adoption across all user segments.

Main Results So Far

Between February and December 2024, app downloads rose from 450,000 to 1.45 million. As of March 2025, the platform serves over 2 million active users. It ranks among the Top 20 on major platforms including iOS, Android, and Huawei, with user ratings averaging 3.5 stars on iOS and 3.9 stars on Android. The app has reactivated dormant customers and extended digital banking to previously underserved groups. By reducing reliance on physical branches, BSN has expanded its service coverage without increasing infrastructure. From a strategic perspective, the app has brought inclusive banking to life.

Next Steps

Moving forward, BSN plans to enhance the mobile banking experience as part of its long-term vision to evolve into a super app that is conveniently adopted by all. Upcoming features include digital onboarding via e-KYC, an integrated expense tracker with smart insights, and e-wallet functionality to support better financial management. These enhancements aim to position the app as a comprehensive, inclusive platform that empowers every Malaysian to manage their finances confidently and conveniently.