ABOUT

The Brief
60% of banking users engage with their banking apps. Utilising the latest cutting-edge technologies, the brief was to create a best-in-class banking app, serving Cynergy Bank’s existing customers, utilising technology and frameworks that can be adapted for the web after the release of the new app. To eventually phase out the existing online bank, an old clunky platform that is managed by an external company. Building and maintaining their own banking platform allows Cynergy Bank the power to create new features on demand, something that was impossible prior to this.

Launching a brand new banking app from scratch in 2024 (and we are not even talking about re-platforming), is a hard job - as most other banks would agree. When it comes to ‘Digital Transformation’, a lot of other banks tend to just ‘re-platform’ their existing set-up. Rather than re-platform an old legacy system that would not be fit for AI, Cynergy were to create an entirely new platform from the ground up. The resulting app and online bank experience would effectively be a unified experience.

Not many banks have done, or can do this. Utilising Google's 'Flutter' application, implementing multi-factor authentication, authenticated web login via the app, biometric login, Fast-track loan applications for personal and business customers, risk-score analysis, a personal and business account switcher, CHAPS payments, international payments, bulk payments, payment approvals, Open Banking and a relationship manager portal, are some of the requirements that the bank wanted implemented into the app. But above all the app needed to be safe and secure, using the latest security protocols to ensure customers' accounts are protected.

Mediums
Designed ‘mobile-first’, the app for personal and business customers is now available on the IOS and Android Stores. The app is also available for tablet devices. The personal app was released in April ’24 and the business release came in September ’25. Both of these experiences are available on the same app, a unique feature that was implemented allows users with both personal and business accounts to log-in via one app and use an account switcher to switch between their accounts seamlessly.

Extending on the app, Cynergy launched their new online banking experience in March ’25, gradually rolling out the new offering to their customers in batches. The advantage of building the app and online bank experience on the same framework is that any changes, updates or new features can be automated concurrently.

Concept
The entire project started with a small team building a basic app in Flutter as a proof of concept, and then adding to it over time in an Agile lifecycle. With that initial team expanding to add further teams, what started as an embryonic app idea, has now expanded to incorporate a full online banking experience, completely overhauling the bank’s older end-of-life systems.

Cynergy have proven that you don't need to have a massive budget to release new apps and websites, that it can be done with a modest budget, using the latest technology by a dedicated team of IT professionals. The prototype app was designed to be simple and user-friendly, and radically improve the existing payment journeys. In pure Agile fashion, the product grew from a few screens created in Flutter, into a fully-fledged App which was user-tested, bugs fixed and then released into the IOS and Android Stores.

In an industry full of neo-banks, it's important to stay one step ahead of your competitors. This was why it was essential to phase out the old systems so that the bank was not held back by old derelict tech. Being able to plug into Encino, Salesforce, CMS, AI and an array of widely used banking systems is vital for a modern banking platform to thrive.

Creating a new platform that will work seamlessly with Cynergy Bank's current system and end-points was challenging, creating an experience that would go hand-in-hand with those technical requirements was key. The bank already had systems in place, but their old banking platform was to be replaced entirely. Learning from other challenger banks was part of the process of pulling together brand new designs. Understanding the systems currently in place with the bank meant many hours workshopping with various departments in the bank to streamline those systems for the new platform.

One of stand out new features as been the ‘Fast track loan application’ process, where users can apply for an array of different savings products, within minutes in the app, from start to finish. Cynergy Bank have built their business on the belief that you have more important things to do than wrestle with complex products or spend valuable time administering your banking arrangements. That is why their Digital Transformation projects have unleashed new banking products into the world that are user-centred and enable frictionless journeys.

Execution
Giving everyone in the bank a voice to provide suggestions has led to a number of amazing features that have been captured as 'user stories' and 'requirements' and then funnelled into the design team. Prototypes are then created through rigorous workshopping sessions with relevant stakeholders, and subject matter experts, and then chunked into Jira stories, built and then tested by the bank's 'fiends and family' group (a pool of users designated to test any new features that the bank produces). A pure Agile plug-and-play process.

One of the first objectives within the project was to create a component library from the branding guidelines so that we were quickly able to test our prototypes in high fidelity with accessibility considerations in place. Once designs had been fed into the development team we would work closely with developers to ensure the designs are translated as efficiently as possible with users of all accessible levels, with the objective being an AA accessible rating.

The general process of creating new designs for these features will see the product design team work very closely with the bank’s subject matter experts, product team and business analysts, through workshops to create viable solutions which are technically vetted over a number of sessions to satisfy business and user needs. Ultimately the design team has a 'symbiotic' relationship with all of the teams and departments in the bank, co-ordinating closely with them and creating design loops with them, as well as ensuring all new features adhere to strict compliance policies.

An example of these engagements have been the ‘Relationship Manager Portal’, where customers can engage with their dedicated RM to book meetings, send direct messages and set up video calls. Other examples of Cynergy pushing the envelope are ‘Group payments’ and ‘Payment approvals’ - for business customers. Group payments (ie. payroll payments) can be easily created within the app, and designated signatories on the account can approve those payments at their convenience via a few taps of the app or in online banking.

Results
With the roll out of the personal app in April last year and the subsequent business app release in September, Cynergy Bank have managed two very important milestones for the bank.

Extending on the app, Cynergy Bank launched their new online banking experience in March ’25, gradually rolling out the new offering to their customers in batches so that issues could be fixed incrementally (rather than affecting all of their customers, the bank could focus on fixing issues for smaller cohorts). As a result, calls to the help centre have been kept to a minimum, putting less pressure on the bank's support teams.

After phasing out their older banking platform (Neteller), Cynergy Bank can now build any new features into this new banking eco-system on demand, including being able to harness AI automation - something which would have been impossible on the old platform. Ultimately you could say that Cynergy needed to make this change to survive.