Customer Stories
UAE Bank Delivers a Seamless Mobile-First Retail Banking Experience
An end-to-end retail mobile banking app revolutionizes the overall customer experience.
About the Client
The client is a UAE-headquartered bank offering a wide range of client-centric retail banking, treasury, and wealth management services. The bank aimed to be digital-focused and provide 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, which caused delays in feature release and, hence, negatively affected the overall CX.
To provide a convenient mobile-first banking experience to its customers.
Why
An end-to-end mobile retail banking app powered by the latest technology.
What
Self-service and other personalized, easy-to-use features are significantly boosting the overall customer experience.
How
Bridging the Gap Between Legacy Systems and Modern Expectations
The bank had been facing challenges with its legacy mobile application, which limited scalability and made it difficult to deliver new features at the pace customers expected. With an increasingly mobile-centric user base, the bank saw the need to reinvent its approach to digital banking. Customers were seeking faster onboarding, intuitive interfaces, and access to a comprehensive range of financial services directly from their mobile devices. Internally, the bank needed to improve its ability to release updates efficiently and maintain operational resilience under varying load conditions.
Xebia was brought in to lead the transformation. The goal was to design and implement a robust mobile banking experience that would not only meet current expectations but also create a scalable foundation for the future.
A Modern, Customer-Centric Platform
Working in close partnership with the bank’s internal teams, Xebia led the end-to-end development of a new digital platform. The mobile apps, built natively for iOS and Android, provided customers with a consistent and intuitive experience. From onboarding to payments, the platform was designed to be fully self-service, incorporating advanced identity verification, compliance workflows, and instant issuance of virtual cards.
The backend architecture was reimagined to support flexibility and scale. A suite of modular services was introduced to handle everything from local and international fund transfers to bill payments, loyalty point redemptions, and contextual features such as chat-based transactions. These services were built using scalable patterns and were deployed in a containerized environment, allowing the platform to adjust dynamically to demand while maintaining high availability.
To support continuous delivery, automated pipelines were implemented, reducing manual effort and accelerating the release of new features. Infrastructure provisioning and management were also automated, making it easier for teams to maintain performance and security standards while minimizing downtime.
Results That Matter
The new mobile-first platform significantly improved the bank’s ability to serve customers. Account creation and onboarding, once a slow and fragmented process, became quick and seamless. Customers gained access to a broader set of financial tools through a user-friendly interface, leading to increased satisfaction and engagement.
On the operational side, the move to a microservices-driven and container-based infrastructure enabled greater agility and cost efficiency. The bank saw a reduction in time-to-market for new features and was better equipped to respond to market changes and customer feedback. The use of cloud-compatible technologies also ensured that the platform could scale effectively during peak usage, maintaining both performance and security.
Building Toward the Future
This transformation has positioned the bank to evolve with its customers and stay ahead of digital trends. By investing in a platform built with flexibility and user experience at its core, the bank can continue to introduce new services and improvements without disrupting operations. The engagement with Xebia has created a long-term foundation for innovation, ensuring that the bank remains competitive in a fast-moving financial landscape.
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