Customer Centered Design Qorus-Infosys Finacle Banking Innovation Awards 2025

With the rapid development of digitalisation and increasing user interest, data analytics has become important in the banking sector. By analysing the behaviour of mobile and internet banking users, we are rapidly developing solutions that enhance the customer experience. Using data analytics tools integrated into our application, we observed customer experiences. Working with our application development teams, we made improvements to the screens based on user behaviour. We identified errors quickly and took action to improve the customer experience. We had the opportunity to monitor, analyse, and report on classified errors and transaction results. We created a structure that generates automatic alerts by tracking system metrics. With this project, we succeeded in designing user-friendly and user-centric screens by analysing customers' mobile banking and internet banking habits. We reported the transactions that our customers most frequently searched for in the digital banking search field and made them available as recommendations to all users. Thanks to these recommendations, a user-centric search structure was made available, providing ease of access to the majority of our customers.