Challenge

How do you get customers to regularly engage with and contribute to an online account? This was the challenge laid down to CAF when we were briefed on a new banking app. Specifically aimed at customers looking to build their credit rating, Vanquis wanted to launch a product that helped customers stay in control of their money and that they enjoyed using. 

 
 
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Solution

During our rapid ideation and proposition development process (5 day challenge) we addressed the challenges and came up with a clickable prototype of the full customer journey, conducted user testing and developed the technical architecture. This led to CAF being appointed as Digital Partner, with a remit to build the mobile app and web version of the new banking app.

 
 
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Results

The innovative banking app was launched along with a raft of new features to encourage Vanquis customers to sign up, make payments on time and set up a direct debit. The app is the strongest channel to sign up new customers with the mobile ‘refer a friend’ feature out performing other referral channels by three to four times. 

The mobile app is now the best rated of the top 25 financial apps on the App Store, with a rating score of 4.9 stars.

 

 
 

“Vanquis treat their customers as individuals, not statistics - and this is particularly important given the sensitive market that they operate in. We brought that ethos into the app, speaking to customers in every weekly iteration of the build, and their input shines through in the product.” 

- Will Dixon, Product Owner - Chelsea Apps

 
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