Modernizing The Customer Experience for a FinTech’s Banking Product

The customer is a leading global provider of payments and financial services technology solutions for banks, credit unions, retailers and government institutions. The client provides their clients’ innovative solutions for account processing, digital banking, card issuing, merchant acquiring, payment gateways and cloud-based point of sale.  

Challenge

The client offers a banking intelligence solution to credit unions, mid-market banks and regional banks. C-suite executives use this solution to understand the overall health of the business, compare it with market peers and determine actionable areas for business opportunities. This solution was built on outdated technology and was coming to the end of its life. The visual experience was less intuitive and not compelling, resulting in information being scattered across the product. 

The client sought a strategic partner to revamp the bank intelligence solution by championing and crafting a more intuitive and visually engaging experience to empower end-users to understand the market status of their banking and credit union institutions more clearly. 

Solution

Orion built a team of software engineers and experienced design experts to study the current state of the product. The outcome of the four-week study was a report recommending improved usability and information prioritization, as well as a multi-phased roadmap to reimagining the customer experience.  

Orion’s approach established a consistent framework and transformed the product into a goal-based tool to drive business performance. Despite an extremely tight deadline predicated by sunsetting technologies, Orion forged a highly collaborative and methodical union by employing a co-development model that addressed broader institutional aspirations and allowed the teams to function nimbly as priorities shifted.  

The application was built using React JS and Material Design methods. It was released in phases with accompanying new data API developments and enhancements that continue to evolve and serve constituents’ growing needs. 

Major Use Cases Implemented  

• Wayfinding: Enabling a simple, logical means to view different states of data in the application and track data interactions back to their sources 
• Scan ability: Optimizing content and data for easy scanning. This required simplifying the layout and introducing a visual hierarchy  
• Portability: Enabling data to be easily collected, edited, and exported into various formats for users to share with colleagues 

Impact

The revamped FinTech product had a direct impact on the client’s ROI. Customer retention improved by more than 15% and new client growth and prospects increased by more than 8%.