Digital banking in the Philippines

During the covid-19 pandemic branch based applications suffered due to minimal in person contact, an online workaround was created replicating the offline process but this suffered major dropouts and large administrative effort creating back office tasks. Exiting the pandemic Security Bank’s (SB) mission to become the most customer centric bank in the Philippines started with digitising the application process for a select account.

Created a vision for digital onboarding, looking to minimise current large and costly dropout rate with a measurement framework aiming for accounts opened without a customer to employee touchpoint. Introduced research and testing cadence that didn’t previously exist and helped the design team in securing industry standard design tooling assisting in writing a business case. Elevated the team within SB showing the value design adds during showcases. Set up software engineers for success by having regular scoping and design review sessions as part of a continuous delivery process.