KBC Bank

What we did

Stage 1:

ZOO and the team in KBC set out to achieve a near-impossible 5 minute new
customer account opening process using a mobile app.

To make it happen we had to fully understand how every UX decision would cascade down through all the banking systems. We involved all stakeholders from the outset and using a ‘fail early’ approach we make clickable prototypes right from the start.
We did idea sketching, wireframe prototyping, design prototyping, development prototyping and conducted user testing at every stage.

The new customer onboarding process contained a number of firsts for Irish banking including the ability for customers to verify their identity by taking a selfie.

Stage 2:

Our next challenge was to create an unrivalled digital banking experience for all KBC customers. To do this we worked with the client on a customer-first approach. This included user focus groups, and working with bank customer support personnel to hone in on the key issues that cause pain for customers. We looked at how we could solve some of those problems and achieve the dual benefit of happier customers and fewer customer centre calls.

The new app and its design creates an unrivalled banking experience with a range of market first digital capabilities designed to meet customers’ needs. The new features include Instant Credit Card, Digital Personal Loans and a new first to market Lost/Stolen instant card replacement service. These new features are experienced by customers through a market-leading user interface and experience. The range of new, first to market features grow KBC’s always-on 24/7 accessibility.

The app strengthens the evolution of KBC into a digital-first customer-centric bank.

The Results

The near impossible proved to be possible making the registration process a first in Ireland. The feedback from the public has been extremely positive and it was awarded the best on boarding process of 2017 by 11FS in their annual awards.