Under pressure to meet mandated live dates for Open Banking, Santander compromised on the user experience offered in their consumer app. Affecting the authentication flows when adding competitor bank accounts into the app. Our team joined the project to set a vision for a market-leading customer experience.

We designed a project that balanced the needs of internal stakeholders and the customer need found through research. The project ended with a validated experience that removed customer friction and satisfying risk and compliance stakeholders.