Continual improvement of a Mobile Banking app

As part of my role here at Great Southern Bank I help to manage and improve the mobile app experience for the Bank.

Problem

Optimizing and adding new features and managing the overall experience for this outdated app, is a challenge due to many constraints and limitations of the code base and the backend core systems. This app has fast become as other financial institutions have found, the main way customers bank with them and is highly sensitive.

Outcome

I collaborate on a regular basis with many of our internal members and stakeholders to identify customer pain points and opportunities for improvement of this app. It helps us to produce a working roadmap of projects large and small that we use to deliver increases in our NPS scores and other metrics. To reduce risks I have created and implemented many processes and controls that help us deliver this value as a banking app needs to work, be efficient to use and very.