CASE STUDY:

Challenger Bank

Methods, tech and tools
Agile methodology, Kanban | AWS Event-driven architectures, React Native, GoLang, CI/CD

THE CHALLENGE

Our client offers a budgeting tool to supports their customers in better managing their finances. They needed consultants to deliver a digital programme to improve the tool.

With a tight deadline of just three months to deliver, Doza was engaged to support:

  • Crucial front-end and back-end development to the low-code mobile banking app (150,000 users a month), including rebuilding to improve functionality and user experience
  • Data migration and changes to the hard-to-maintain back-end services for the budgeting feature, to give customers better real-time visibility of their finances

Approach

Our collaborative approach formed relationships quickly and allowed us to swiftly integrate with the blended team of internal staff and external consultants.

To generate value, our iterative approach included:

  • A bare-minimum ‘walking-skeleton’ prototype to assess viability and validate customer journeys early
  •  Fast-feedback loops.

For a modern back-end solution, our experience and best practice led us to event-driven architecture which delivered real-time budgeting (processes ran in <2seconds). This also allowed the platform to scale without compromising user experience.

For the app - we wanted to get it into users’ hands quickly. We used an agile process to develop a minimum viable product using React Native (one build to deploy in both iOS and Android). We built security features (SSL pinning and jailbreak and route detection) and applied accessibility standards.

During the project, we drove best practice and knowledge share and upskilled engineers through teaching and paired programming. Best practice, including automated CI/CD pipelines, enabled faster future releases.

Following release, we continued to support the team. For example, assisting on change requests reduced the burden on in-house resources and allowed us to support delivery of new features, design updates, bug fixes and monitoring.

ReSULTS

Outcomes

We delivered on time meeting critical deadlines.

Our best-practice expertise, full-stack engineers, and collaborative working approach (and some overtime - at our cost) was critical to maintaining milestones.

The MVP app release supported fast delivery and gave us data and insights to drive the next set of features and updates.

The App release went smoothly and was well received. The app now has a rating of 4.5 on App Store and 4.7 on Google Play (as of July 2024) – a considerable improvement from the previous rating of 2.1.

Improvements in customer experience included the Net Promoter Score rising to +40, well above the industry average of +32. Additionally, overall customer satisfaction increased to 83% (2% higher than the industry average) and satisfaction with Smart budgeting jumped to an impressive 87%.

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