A unique way to activate the bank's mobile application Qorus-Infosys Finacle Banking Innovation Awards 2024 - Winner

mBank's mobile app pairing process is a revolutionary initiative designed to transform the user experience. This project prioritizes three key objectives: enhanced security, unmatched convenience, and a streamlined process for users.

The impetus for this innovation stemmed from customer feedback and usage data highlighting the cumbersome nature of the existing pairing methods. These methods were time-consuming. Recognizing these pain points, mBank embarked on a mission to establish a new standard for user experience within the mobile banking landscape.

While traditional pairing methods rely on complex steps, such as SMS OTP and lengthy voice confirmations, mBank's solution stands out for its uniqueness. The core of this innovation lies in NFC technology. By leveraging a physical card for authentication, the process eliminates the need for copying or rewriting complicated codes provided in SMS or call, significantly improving both security and convenience.

Customer feedback and usage data served as a significant source of inspiration for this project. The team also drew upon the growing adoption of NFC technology in contactless payments, recognizing its potential to simplify the app pairing process.

Developing this innovative solution required a collaborative effort from a cross-functional team. IT specialists shouldered the responsibility of developing and implementing the NFC pairing functionality. The security department ensured the integrity and robustness of the pairing process. The customer experience team played a crucial role in user research, feedback analysis, and designing a user-friendly interface. Interface designers and content creators crafted clear and engaging instructions to guide users seamlessly through the process. Finally, the research department provided invaluable insights by analyzing data to identify customer pain points and measure the success of the implemented solution.

The positive impact of this project is undeniable. Over 88% of customers find the process remarkably simple and straightforward. Nearly 90% of users express confidence in the security measures employed. This innovative approach has demonstrably led to a paradigm shift in user behavior. Almost half of all app pairings now utilize the new method, showcasing its widespread adoption. An additional benefit is the significant reduction in pairing time, taking just one minute to complete, as compared to the previous lengthy process.