Capitec Banking App

Capitec Launches a full rebuild of its Banking App

01/

The Problem

Capitec Bank had moved beyond being the 'new' bank in town, and surpassing 4 millions clients this brand was establishing itself across every archetype within South Africa. This meant Boomers and millennials, the poor and the rich, the tech savvy and the technically disadvantaged where looking to Bank with Capitec. Their Banking app needed to shift with them, and cater for a wider range of needs, across a far more broad market.

02/

First, establish a UX team

Although ahead of the Banking game in terms of their fees and product offering, Capitec was yet to hire a single UX practitioner.... Enter ME.

As the first and leading UXer, demonstrating the value of this new division was my first task.

Thereafter, established a lean team to rally around this enormous tasks of what is now far more weel known - The UX process.

03/

The Process of discovery to launch

I facilitated numerous workshops across the organization, understanding different workflows from business analysts, stakeholders, C-Suite group, payments departments, data teams, and marketing. Most importantly, the key was spending time with in the branches, with the end user.

Then I rallied the team to think about what the future should solve for, how might we delivery value to millions of different uses.

Whats seems as merely just a facelift, with some great botox; hides layers of a complex Design system, around 400 different mobile screens, financial red-tape, and innovative thinking through lean UX.

Understanding where Capitec's value propositions sits within a clients life, enables us to understand pain point that exists today, but also opportunities for tomorrow.

Product Development Process

04/

Ideation

Once we understood how things worked, and even made drastic changes to certain systems that we could later leverage to scale with our vision of the future, I led the design process of how we would get there.

Inspired by modular design, how could we build a system that would tailor to its user.

05/

Usability Testing

I ran usability sessions at a scale of even 100 participants in a hall, as we built the capabilities to rapidly test with eye tracking features, built in feedback points, and collecting data to later synthesize and iterate.

06/

What we Launched

Launching Capitec Bank's first design system, The Capitec Banking app reached number 1 in both Apple and Google app stores in South Africa.

Increased engagement on mobile app banking by more than 40%, decreased in-brach visits by more than 62% in certain parts of the country, and hit the place of the Number 1 Bank in South Africa

Leading this work was still one of the highlights of my career, as I built the UX department in Capitec Bank. I also established qualitative research methods, the first in Capitec Bank's history. This kicked off a immense of digital & physical change throughout the bank.

The Capitec Banking App