New CaixaBank app Qorus-Infosys Finacle Banking Innovation Awards 2025 - Winner

Concept and objectives: In 2024, CaixaBank undertook a comprehensive transformation of its digital strategy with the goal of redefining its customers' banking experience. This evolution goes far beyond a simple design or technological update, representing a complete reinvention of how customers interact with their bank through the app channel. The project aimed to enhance user autonomy, optimize key processes, and provide a more intuitive and efficient navigation. Reasons behind: The previous app presented challenges for some customers in finding certain features, operations required too many steps, and reliance on app store updates limited its ability to evolve. This project addressed these issues by simplifying navigation, reducing complexity in banking operations, and integrating artificial intelligence to speed up query resolution. State of competition: While other banking apps evolve incrementally, CaixaBank has taken a disruptive approach, completely redesigning the app and integrating the latest technologies. This transformation sets a new benchmark in digital banking, reinforcing CaixaBank’s position as a leader in innovation and significantly enhancing the experience of millions of customers. Sources of inspiration: The project was built around the philosophy of putting the customer at the center of everything. Every decision was made based on user needs and expectations. To achieve this, CaixaBank conducted a comprehensive analysis of app usage data, identifying the most frequently used features, gathering customer feedback, and performing research studies with over 10,000 customers. Departments involved: The project involved collaboration between various departments, including marketing, IT, and customer service. External partners such as McKinsey, NTTData, Minsait, TheNetFirm, and OpenTrends also contributed to the project's success. Main results so far: The new app has brought a significant improvement to the banking experience, making financial management more intuitive, faster, and more accessible. Key functionalities such as Login, Dashboard, Accounts & Cards, and Bizum (P2P) have been redesigned, and an AI-powered smart search feature has been integrated to facilitate navigation. The project has successfully increased customer autonomy, reduced friction in key operations, and optimized the app’s performance