Bankia
Increasing Bankia's customer retention through user-centric tools
Client
Bankia
2016
Project
Increasing Bankia's customer retention through user-centric tools
Context
Bankia, one of Spain’s biggest banks with more than 6 million clients, asked Mormedi to conceptualise and design a new set of online financial tools to help the company retain and effectively serve the changing needs of its clients.
Solution
Through an iterative co-creation process, Mormedi created the UX/UI for a set of financial simulators, calculators and comparison tools that brought the customer experience to the next level.
What we did
Digital product analysis Strategy Design
84% of millennials seek financial advice. But 57% of them say that they would change their bank relationship for a better technology platform.* Bankia, one of Spain’s biggest banks with more than 6 million clients, asked Mormedi to conceptualise and design a new set of online financial tools to help the company retain and effectively serve the changing needs of its clients.
The challenge
84% of millennials seek financial advice, but expect to be served in via multiple channels. As part of Bankia’s new omnichannel strategy, the bank needed to effectively serve its customers with instant, online advice. With online user experience becoming one of the main differentiators in banking, Mormedi was asked to create the UX/UI for a set of financial simulators, calculators and comparison tools.
Our approach
In order to transform a mechanical and tedious process for users into an intuitive and personal learning experience, Mormedi worked closely with numerous stakeholders across Bankia.
"We needed a design that would highlight all the new functionalities in our new online channels. We managed to keep it simple, making the big change very well appreciated by users. And, what's more, at digital speed".
Félix Uriarte, formar Digital Banking Director, Bankia