ABOUT

CONCEPT

Santander needed to modernise their mobile banking experience to compete in an increasingly digital-first financial services landscape. The app needed to serve millions of users while maintaining the highest standards of accessibility and security.

We consulted on several design matters for Santander:

• Designing new features, such as a retooled search function and method to split payments.

• Improved complex ringfence banking design operations across four territories.

• Also outlined WCAG AA accessibility fails and mitigations, laying groundwork for accreditation and award-winning mobile app release.


EXECUTION

Research
Produced high fidelity prototypes and worked with Santander's research teams to conduct extensive user research with customers of varying abilities.

Design System
Formulated complex DesignOps plans for their international design system with accessible components working seamlessly across platforms and territories.

Testing
Rigorous usability testing and accessibility audits at every stage of development, to ensure the product worked for all.

We took a user-centred approach throughout, conducting workshops with Santander stakeholders to align on priorities while keeping customer needs at the forefront. Our AI-powered prototyping tools allowed us to rapidly iterate and test multiple design solutions.


RESULTS

The redesigned Santander mobile banking app received industry recognition for its accessibility features and user experience. Customer satisfaction scores increased by 35% and the app won multiple awards for accessibility, including the The Digital Banker CX 2024 award for Best Digital Financial Inclusion Initiative.

The app's commitment to accessibility was further recognised by the Digital Impact Awards, winning Gold in the Best Digital Accessibility class.

Most importantly, the app now serves users of all abilities with equal effectiveness - including the estimated 20% of users with accessibility requirements - demonstrating that accessibility is both a good ethical choice and a sound business choice.