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Customer story

UAE Bank Delivers a Seamless Mobile-First Retail Banking Experience

An end-to-end retail mobile banking app revolutionizes the overall customer experience

Related services
Software Development

Related Technology
Java, Istio, Kubernetes, Azure DevOps, Docker, Buildkite

Industry
BFSI

Team
Xebia

The client is an UAE-headquartered bank offering a wide range of client-centric retail banking, treasury, and wealth management services.

Understanding the Challenge

The bank aimed at being digital-focused and providing a seamless, contemporary online banking experience to its retail customers through its mobile application. The existing banking app was built on legacy technologies with limited digital capabilities that caused delays in feature release, hence poorly affecting the overall CX.

Why
To provide a convenient mobile-first banking experience to its customers
What
An end-to-end mobile retail banking app powered by the latest technology
How
Self-service and other personalized, easy-to-use features significantly boosting the overall customer experience

Xebia’s Strategy and Solution

Spearheading transformation with a seamless and integrated mobile application

Xebia charted a complete digital transformation roadmap for the brand, with a focus on an end-to-end mobile retail banking app powered by the latest technology at its core.

Technology Used

Java, Istio, Kubernetes, Azure DevOps, Docker, Buildkite

Features of the next-gen mobile app

  • Digital customer onboarding and account opening, including V-KYC, AML, performing risks checks, and issuing virtual cards.
  • Development of one app for the marketplace and Shari'ah compliant banking running in multiple squads - onboarding, spend/pay, manage beneficiaries, transfers (self, domestic and international), utility bill payments, charity donations to Red Crescent (as guided by Shariah principles), Touchpoints (engine managed by Giift), Gateways (UAE FTS for internal and domestic, SWIFT for international), scheduled transfers & payments and transfer money through chat.
  • Microservices based digital transformation layer (middleware) to connect the mobile app with downstream systems.
  • Fastlane and Buildkite-driven mobile app for Android and iOS.
  • Containerization and management using Docker and Kubernetes.
  • Messaging queue (Kafka).

“As soon as the foundation of the new e-commerce platform was laid out, a data team of internal specialists and data scientists began developing personalized algorithms to help us analyze our customers’ behavior. We gained a better understanding and insight into individual customer needs right away, including ideas for products our customer had not thought of before.”
Marketing Technology Manager

Impact

Business Benefits

  • The implementation of the new-age app enabled the bank to deliver a mobile-first retail banking experience.
  • Self-service and other personalized, easy-to-use features significantly boosted the overall customer experience.
  • Improved customer experience enabled users to find and adapt to new features easily.

Technological Benefits

  • Mobile-first approach helped in catering to the digital transformation of retail banking by adding convenience and improving delivery speed.
  • Microservices helped with improved scalability, elasticity, and enabled more control on the infrastructure costs.
  • Agile software allowed the release of new features faster.
  • Nextgen app handled peak volumes with fewer resources giving cost benefits
  • DevOps and automated testing solutions provided a robust solution.

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