Digital Banking Experience

Banco Santander México

The experience design team at Santander Mexico redesigned the mobile app to improve customer experience and user experience for more than 8.5 million people who use the app. By analyzing and understanding client pain points and conducting one-to-one interviews, the team redefined the experience for saving, money transfers, investments, credit cards, car credit, personal loans, business loans, insurance, and loyalty programs. The redesign provided a new and seamless experience across services, increasing the NPS by 4 points year-over-year.