The full case study
ProCredit Bank Georgia, step by step
On this page · 9 sections
About the business
The ProCredit Group is made up of development-oriented commercial banks operating in South Eastern and Eastern Europe and South America, as well as a bank in Germany. Based in Frankfurt, Germany, the parent company of the group, ProCredit Holding, is responsible for the strategic management, capital adequacy, reporting, risk management, and proper business organization of the group.
ProCredit Bank, Georgia has been operating in the Georgian banking sector since 1999. The basic purpose of the bank’s activities is to finance small and medium-sized businesses that have a long-term development plan. ProCredit Bank also promotes a savings culture among the general population.
Project tasks
- Make ProCredit entirely digital, create an app to reduce the workload on physical branches, contact center staff, and increase the ProCredit focus on financial consultancy and advising.
- Provide bank clients an opportunity to access and register new services online
- Convert all existing features into more accessible and easy-to-use tools
Project team
Team: 2 UI/UX designers, 3 web engineers, 3 mobile engineers, project manager, business analyst, QA engineer.
4.5 months for research and design
7 months for development and QA
Design and development are done in parallel after the research and discovery phase.
Product development
Research phase & Product discovery
Together with the ProCredit team, we set up a process for all project stages in a way that minimized and eliminated downtimes. Thus, API delivery and front-end development of a new module were not started before the design for this section was delivered.
2 day onsite workshop
We interviewed ProCredit employees and gained a full understanding of their goals and priorities from both the online and offline perspective.
21 in-depth interviews
We conducted in-depth interviews with ProCredit clients to understand their workflow, priorities, decision-making processes, and pain points.
9 usability tests
- Getting a loan
- Creating a loan
- Tracking the progress of my loan
Project goals based on research and interviews results
1
Flexibility and personalization
Users have a wide range of requirements and habits. The new tool needed to allow users to set the interface according to their needs.
2
Control
Most users would like to have more control over their finances. It was essential to consider how the tool would best help users get this control.
3
Consistency
Many customers use mobile and web versions, so we had to ensure that the user experience was consistent. We wanted users to switch between devices without getting disoriented.
4
Relevant support
Make sure we give users all requested information at on each step of the flow. We wanted a good balance that provided everything needed while not overloading the user.
5
Security
ProCredit maintains high standards for security, so the new experience should build on this reputation and support security innovations.
6
Awareness
Keep users updated about new features and services offered by ProCredit. Users should always know how to solve problems via online banking.
Web banking
The Dashboard
All main actions are now on one screen, with full access to special topics with personalized navigation. Users can review and manage their accounts. As most users use a wide range of features on an everyday basis we needed to consolidate all data on one screen to give users an overview on one page.
Fast access navigation
We developed fast access navigation that highlights key banking elements based on previous user habits for a predictable experience. Also, users may now customize their menu using a Favorites section.
Mobile banking app
We integrated the process of bank account registration with Video Identification tools. Clients can now complete the onboarding process and open a bank account without a single visit to the bank branch.
My finances section
The Artkai production team designed and developed the “My finance” feature from scratch. Now ProCredit clients can track their expense and income transactions, and view statistical data in different graphic forms on both the web and the mobile app.
Onboarding
Smart Login
Mobile app and Web online banking now have an integrated ecosystem of banking products. Artkai achieved this by creating a new GUI system for both platforms and using React & React Native on the Front side.
Previously the log-in page was represented by “Username” and “Password”. To make the process easier yet secure, we developed the functionality of adding a passcode with four digits or Touch/Face ID depending on the operating system – iOS or Android and the possibility of a smartphone.
Before / After
Outcome
99% of eligible banking services are performed online
x1.5 reduced time to make a transfer through the web online and mobile banking app.
60%+ faster speed of blocking a card via mobile banking app
x2 the mobile app gets faster to log in comparing with the previous version
Client review
Artkai review by Ketevan Kakheli & Ekaterine Begiashvili (ProCredit Bank Georgia)
