Red Badger | Customer Success

The Challenge

Security Bank is one of the Philippines' leading universal banks, with a clear ambition to become the most customer-centric bank in the country. To live up to that ambition it needed to invest where it mattered most for customers, and customer onboarding was a glaring opportunity.

Opening a checking or savings account took up to seven days, with completion rates that left too many would-be customers walking away before the journey was finished. The industry context made the challenge harder still: any new experience had to land alongside the InfoSec, compliance and regulatory requirements that come with operating a universal bank in a tightly regulated market.

The Bank wanted a step-change, not a refresh, and it wanted it fast enough to keep pace with the digital natives and challengers competing for the same customers.

Our approach

From the outset, both teams committed to a single, product-led way of working, a cross-functional team of Red Badger and Security Bank members focused squarely on streamlined digital onboarding for retail products.

We started with a discovery session and a series of usability
tests with real customers to uncover the pain points and needs that mattered most. From that foundation we co-created the product, an entirely new cloud-native platform architecture, and the implementation plan to bring it to life.

Using lean and agile delivery, we put a working build into production in just two months, then iterated with the team until a customer-facing release was ready six months from kick-off.

The results

The new digital onboarding experience took the time to open a Security Bank checking or savings account from seven days to eleven minutes, and roughly doubled the rate of customers who successfully completed the journey.

The cloud-native platform underneath improved time-to-market for future product work and increased resilience across the experience, all while maintaining compliance with the InfoSec and regulatory requirements that come with operating a universal bank.

The new onboarding journey is live today, serving customers applying for checking and savings accounts across the Philippines.

“We're focused on becoming the most customer-centric bank in the Philippines. This means building ourcapabilities based on our customers' evolving needs and investing in what matters to them. Togetherwith Red Badger, we have developed a highly optimized onboarding experience to give our customersaccess to the right products for their needs and goals.”

CUSTOMER SUCCESS STORIES

Reimagining customer onboarding at Security Bank

The Challenge

Our approach

The results

But don't just take our word for it....

We solve complicated problems in complex places