Banking & Financial Services

Whether providing insurance, investments, credit cards, corporate or retail banking, all financial services are facing the same issue, Customer Loyalty.

Market change. Customers are being provided with more choice and are increasingly aware of options available to them in the marketplace.

Increased customer expectations. With the emergence of new technologies customers are dictating how, when and where they wish to interact with their financial service providers. Well designed, usable self service is critical.

Increase in cynicism, security threats & legislative constraints. Financial services have to be creative in how they interact with their customers; balancing constraints with positive customer experiences.

Customer extended needs. Customers typically have extended needs that can be maximised upon. Cross selling to existing customers can be far more cost effective than acquiring new ones.  

Understanding your customers is key in delivering mutual benefit. Frontend have extensive experience in developing customer focused IT solutions for Financial Services; from assessing the effectiveness of online websites and applications to conducting customer acceptance research on proposed new initiatives. We have applied our expertise to the development of:

• Websites, extranets and intranets 
• Web and mobile applications e.g. Online banking, application forms, mobile banking, etc...
• Customer support applications including IVR systems, CRM applications, Call Centre Management applications , etc...

Security Systems
Token, Code Cards
Customer Acceptance
Usability

Marketing
Websites
Branding & Identity
Targeted programmes 

Financial Services
Online Banking
Online Applications
Mobile Banking
ATM Interfaces

Customer Support
IVR Systems
CRM Applications

Our services include:

• Customer research and user requirements gathering
• Usability and customer experience evaluations & testing
• Accessibility evaluation and testing
• Prototyping to test services with real customers before launch
• User centred design and development  for Web, Software Applications & Customer Support systems (e.g. IVR)
• Training and mentoring of in-house development teams
• Strategic consultancy in Total Customer Experience

Related Case Studies

• Allied Irish Bank (AIB)
• Bank Of Ireland
• Barclays Bank
• Rabobank

For more information, to discuss how we can help you or to arrange a
meeting, please do not hesitate to contact us.