Problem

The business has been experiencing high attrition on the existing legacy agency banking application. The app was outdated and difficult to add features that can meet customer needs at the time, resulting in low adoption rates among agents and Super Agents alike. My team was tasked with building a new application that would address these issues and provide a better user experience for all stakeholders.

Solution

We began by conducting thorough user research to understand the pain points of both agents and Super agents. We also analyzed the existing application to identify areas for improvement. Using this information, we designed a new app that streamlined the banking process and made it more intuitive for users.

The new app included features such as simplified account opening procedures, real-time transaction updates, and personalized customer service options. We also made sure that the app was responsive across different devices, making it accessible to a wider range of users.

Impact

Increased adoption rates among Super Agent and customers by 50% in the first 5 months of lunch
Increased adoption rates among agents and customers by 30%
Reduced customer complaints related to app usability by 40%

Revamped banking app (RexAgent )