Red Badger | Customer Success

What was the challange?

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 major imrpovment, not a refresh, and it wanted it fast enough to keep pace with the digital natives and challengers competing for the same customers.

Both teams worked as one a cross-functional Red Badger and Security Bank squad focused entirely on reimagining digital onboarding for retail customers.

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Discovery

We ran a discovery session followed by usability tests with real customers to move from assumption to evidence before anything was designed or built.

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Launch

Six months from kick-off, the customer-facing experience was live, with iteration continuing based on real customer behaviour.

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Design

From that foundation we co-created an entirely new customer journey for checking and savings account applications, designed for completion, not just compliance.

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Technology

The cloud-native platform improved time-to-market for future work and increased resilience, while meeting the InfoSec and regulatory requirements of a tightly regulated universal bank.

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Build

We designed and built a cloud-native platform alongside the product. A working build was in production within two months of kick-off.

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Metrics

Account opening: 7 days to 11 minutes. Completion rate: roughly doubled.

What where 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

What was the challange?

What was our approach?