ON Digital Banking - ON Mobile Revamp Qorus-Infosys Finacle Banking Innovation Awards 2025

Project Summary With the ON Mobile Revamp project, launched on January 4, 2025, our customer acquisition increased by 12% vs. last year, proving the impact of our enhanced experience. Our personalized app lets users prioritize key functions and receive tailored offers. We offer an investment-focused experience with asset tracking and soon, stock trading. With a cloud-based, multi-layered architecture, we integrate new features faster, ensuring a seamless "Effortless Banking" journey.

Business Strategy As a young neobank, our strategy centers on customer and user experience, ensuring that we meet the needs of our target audience with a flexible and scalable infrastructure. With a strong focus on investment transactions, we aim to deliver an end-to-end seamless experience that enhances customer satisfaction.

With this project, we have laid the foundation for our new application, designed to evolve continuously. By expanding our product range with new features and financial solutions, we will support our institution's growth objectives while reinforcing our commitment to innovation and excellence in digital banking.

Goals and Objectives As a young neobank, our strategy revolves around delivering a superior user experience that seamlessly meets customer needs. With a focus on investment transactions, we aim to provide a flexible, scalable, and frictionless digital banking journey.

Our key objectives for this project are to enable users to access the financial products they need effortlessly and complete their transactions faster and without difficulty. Specifically, our dashboard and investment screens leverage pie charts to provide users with a clear summary of their assets and ensure a smooth transaction experience.

To achieve this, we aim to build:

• A dynamic infrastructure that allows us to update transaction flows and screens instantly, without requiring app updates. This ensures that new financial services and modifications are delivered immediately to users. • A robust monitoring system at every layer of the application, enabling us to proactively identify and resolve user issues and performance bottlenecks, ensuring customer satisfaction. • A multi-layered, cloud-based architecture that leverages the latest technologies, offering instant scalability and resilience against sudden traffic surges. With these innovations shaping the future of digital banking, we aim to remain committed to delivering a more flexible and uninterrupted experience for our customers.

Planning and Implementation Planning Phase The ON Mobile Revamp project was a 15-month journey, meticulously planned and executed to redefine digital banking. Our planning began with:

• Defining the target audience and conducting customer interviews to evaluate their expectations from the new app. • Listing essential menus and structuring the overall UX, ensuring a seamless, intuitive user experience. • Designing the new interface, incorporating insights from business units and expert service teams to align with customer needs. • Once designs were finalized, we assessed service readiness, collaborated with Commencis and ON Digital’s management team, and created a structured project plan.

Implementation Phase • Cross-functional collaboration: The core project team consisted of 40+ members, but the entire organization contributed, ensuring a comprehensive transformation. • Partial Agile Development & Continuous Deployment: A partial agile approach enabled fast iterations, testing, and seamless deployments. • Real-time Update Mechanism: We built an adaptive infrastructure that allows transaction flow and screen updates without requiring app updates. • Advanced Monitoring & Analytics: A robust observability framework ensures proactive issue resolution and a flawless banking experience. • Scalable Architecture: Our multi-layered, cloud-based system enhances security, reliability, and rapid response to traffic surges. • Strong Communication & Problem-Solving: Challenges in service development, design completion, and other areas were tackled through dedicated teamwork, regular meetings, and effective communication tools. • Through strategic planning and seamless execution, we have successfully transformed ON Mobile into a cutting-edge, customer-centric, and future-ready digital banking platform.

Stakeholder Engagement Leadership Model The leadership model was collaborative and cross-functional, with senior management from Commencis and ON Digital guiding decision-making, alongside the contributions of ON Digital Banking's business and IT units. The approach was partially agile, fostering quick decisions, open communication, and iterative development.

Stakeholders Key stakeholders included: Internal Teams: Management, UX/UI Designers, Development Teams, Service Teams, Business Units, Product POs, Channel POs External Stakeholders: End-users and customers Business Units: Marketing, Sales, Customer Support, Legal, and Financial Teams

Identifying and Understanding Stakeholder Needs Stakeholder needs were identified through: Customer Interviews and Surveys to gather feedback on desired features Collaboration with Business Units to align the product with business goals Internal Team Workshops to address infrastructure, operational, and product-related challenges

Stakeholder Engagement Engagement was continuous: Regular Communication through meetings and collaboration tools Feedback Loops with users for testing and updates Workshops to keep stakeholders involved and aligned This approach ensured the product met both user expectations and business objectives.