Juice Mwa by MCB Ltd Qorus-Infosys Finacle Banking Innovation Awards 2024

Concept and Objectives: Juice Mwa is an innovative feature integrated into the MCB Juice mobile banking app, designed to simplify the process of sharing bills among friends and peers. The primary objective of Juice Mwa is to address the common problem of dividing and requesting payments efficiently. Whether it's a group lunch, a shared taxi ride, or any other joint expense, Juice Mwa ensures seamless, prompt, and accurate settlements.

Reasons Behind: The development of Juice Mwa was driven by a strong focus on customer centricity. By continuously analyzing customer feedback, MCB Ltd identified a significant need for a more efficient and user-friendly way to handle bill sharing. Traditional methods often involved cumbersome manual tracking and repeated reminders, which led to dissatisfaction among users. Juice Mwa was created to eliminate these inconveniences and enhance the overall customer experience.

State of Competition: While there are several standalone bill-splitting apps available in the market, Juice Mwa stands out due to its seamless integration within a trusted banking environment. By being part of the MCB Juice app, which already boasts over 600,000 downloads and 85% monthly active users, Juice Mwa offers enhanced security, convenience, and reliability that standalone apps cannot match.

Sources of Inspiration: The inspiration for Juice Mwa came from everyday social interactions and the challenges people face when splitting expenses. By observing these common pain points and leveraging advanced mobile banking technology, the team at MCB Ltd aimed to create a solution that not only addressed these issues but also integrated smoothly into users' daily financial activities.

Departments Involved: The development and implementation of Juice Mwa involved several key departments within MCB Ltd, including: • Innovative Payments 2 Squad: Focused on designing and developing the feature. • Customer Lab: Provided insights and feedback based on user interactions. • Marketing: Developed strategies to promote Juice Mwa and educate users on its benefits.

Main Results So Far: Since its launch, Juice Mwa has seen significant adoption and positive feedback from users. Post go-live customer interviews revealed that the feature has streamlined the bill-sharing process, reducing the time spent on individual requests and improving user satisfaction. The integrated dashboard offers a real-time view of payment statuses, making tracking and management easier. The overall CSAT (Customer Satisfaction) score for the mobile banking app saw a 5% improvement from Q2 to Q3, demonstrating the positive impact of Juice Mwa.