Gulf Bank
Enhancing a Customer-Centered Banking Experience for the Leading Kuwaiti Bank
Gulf Bank of Kuwait is a leading Kuwaiti bank established in 1960. With over 52 branches across the country, the bank offers consumer banking, wholesale banking, and financial services.
We cooperated with the Gulf Bank digital team to rethink and recreate the mobile banking app according to the best practices of customer-centricity.
Capabilities
Market and User Research
Product Design
Design System and Documentation
Usability Testing
Marketing Materials Support
Model of Cooperation
T&M
Duration
1+ year, ongoing
Team
Product Designer
Business Analyst
Project Manager
Industry
FinTech
Banking
Location
Kuwait
Capabilities
Market and User Research
Product Design
Design System and Documentation
Usability Testing
Marketing Materials Support
Model of Cooperation
T&M
Duration
1+ year, ongoing
Team
Product Designer
Business Analyst
Project Manager
Industry
FinTech
Banking
Location
Kuwait
Enhancing Customer Experience through Comprehensive App Redesign
Gulf Bank wanted to make its diverse financial offerings easily accessible via smartphones since one of its strategic goals was to solidify its leading position in the GCC financial market through innovation and omnichannel customer experience.
We aimed not to do a standard banking app redesign, but to create a new CX within the specificity of the GCC market traditions and the domain regulatory requirements.
Working on the app required a collaboration between different departments and keeping a balance between their requirements and expectations.
Following the Best Digital Banking Standards, Aligned with Local
Customer Needs
Our approach incorporated:
- Continuous research of global and local market trends, to create an innovative but local-friendly solution.
- Establishing regular customer research activities to keep the focus on the customers’ needs and preferences.
- Engaging stakeholders across departments to incorporate cross-functional requirements (including security and compliance considerations) into the app’s design.
These allowed us to roll out a solution centered around Kuwaiti users’ needs, built according to global digital banking practices, and following all applicable regulatory standards.
Enhanced User Trust Through Innovative,
Locally-Tailored Mobile Solution
The new Gulf Bank banking app is crafted within the best product design practices.
- We modernized the app’s look and feel, showcasing the bank’s diverse products with a contemporary, memorable, and brand-centric design.
- We strengthened user trust in the banking app by enhancing the onboarding processes, and overall user experience.
- Refining informational architecture and navigation significantly improved customer journeys, making it more straightforward.
- The new product is easy to use, even for newcomers. All main activities now follow an intuitive pattern, significantly shortening the learning curve.
2x
higher rating of the
Gulf Bank app in the
App Store
78%
increase in the
number of users
236%
increase in financial transactions done on online mobile banking from 2020 to 2023
186%
increase in the number of
logins from 2022 to 2023
At Gulf Bank, we’ve had the privilege of collaborating with Qubstudio on the amazing new Gulf Bank mobile app. This collaboration has been instrumental in creating a seamless and user-centric banking experience for our customers. From ideation to execution, this partnership has exemplified synergy and dedication, resulting in a product we are truly proud of.
