Delivering a Truly End-to-End Digital Banking Experience

Delivering a Truly End-to-End Digital Banking Experience
Delivering a Truly End-to-End Digital Banking Experience

Sumesh Mathew

Director of Sales

Delivering a Truly End-to-End Digital Banking Experience

Delivering a
Truly End-to-End
Digital Banking Experience

Sumesh Mathew

Director of Sales

Disclaimer: The ideas presented here are my observations of the banking industry with an intention to bring up higher levels of customer satisfaction. It does not target any institution in particular but rather my view from the industry as a whole [as a customer].

Today, whether it is banks or insurance companies selling their products through digital channels [with optimal STP] or any other companies selling their products and services, there is too much attention given for a swift digital on-boarding.  But is this the same case when a customer decides to choose a new service provider? 

Few years back, due to an urgent requirement, I had to open a bank account and saw that one of the new age banks was offering a fully digital on-boarding experience. I quickly got on-boarded. But few months later when I was trying to streamline all my banking accounts, I realized that there were few accounts which were purely inactive and were never used other than for the purpose that I had originally opened them. Thus I initiated the process to close these accounts. Now, many of you would agree that the experience of account closure isn’t as enjoyable as the one involved with opening an account. In most cases, there is hardly any digital exit processes. In most cases, a physical visit is almost mandatory. That followed by a host of other processes made me wonder…why is it so easy to open an account but not so easy if I want to close one?!

A similar situation happened when I wanted to close a personal loan account that I had availed from one of the leading private banks. While the on-boarding of the loan process was quite straight forward, the loan closure process demanded that I go a branch [I am explicitly mentioning this because the closest branch from where I took the loan didn’t have the facility to close the loan] in spite of COVID restrictions being effective. I tried to check with the bank officials if I could access a digital portal where I could be informed about how much money I would need to pay for pre-closures and so on but the only response I received was – “Sir, can you please go to the loan servicing branch? They will help you with all required information!”

One more experience I’d like to share was with another leading bank that recently launched a video KYC process. With a lot of excitement, I started my on-boarding journey. To my surprise, when I enquired at their call center about the exit process, I was told that I would need to visit the branch for account closure.”

I’m pretty sure all of you would have faced similar experiences. While I have shared my experience from a retail banking perspective, similar situations exist in other parts of banking business – corporate, mutual funds, private banking as well.

Today we see a lot of Neo and fully digital banks coming on to the fray. However, in the process of delivering maximum banking experience to their citizens, the millennials are confused with too many options to choose from. Some banks come with specific USPs / features to stand out. However, if the exit process is not as smooth as the onboarding the ones…the tech and social media savvy millennials will make sure their concerns are heard in a way that would be least enjoyable.

In conclusion

As providers of great products and services, financial institutions need to ensure that any interaction that involves a customer, be it at On-Boarding, Servicing or Exit, it must be swift and efficient. Enabling these USP will indirectly market FI’s goodwill by customer which would be more impactful than many other direct marketing.

Digital Banking Trends for 2021

We are all really happy to see the end of 2020. As digital adoption grows across all areas of banking and financial activity, here are some of the top trends that we see becoming center stage in 2021

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My journey at i-exceed

My journey at i-exceed

Sumesh Mathew

Director of Sales
6 min Read

Recently, I was watching a video by British-born American author and motivational speaker Simon Sinek on Performance vs. Trust []. There he emphasized on how great the organization evaluates their employees i.e., the key assets of an organization.

After watching the video, I quickly realized that the inherent values at i-exceed resonated with the idea Simon was talking about; it focuses a great deal on the personal and professional growth of a resource.

However, this inference isn’t one that applies to me alone. There are a multitude of my colleagues at i-exceed who can corroborate my observation and I’d like to take this opportunity to share my experience.

I joined i-exceed in Nov’2017 to lead the business development for the SEA market. The appraisal term of i-exceed is in the month of October and I completed my first year there in Oct’ 2018. As I was getting ready for my 1 st performance review with utmost dissatisfaction that I had nothing to show as an achievement vs. the target that was been set, I was prepared to hear the most obvious statement from reporting head – “ Sumesh, you have been with i-exceed for a year but you haven’t brought any sales. You should look out for options elsewhere.” But on the contrary, I was amazed when I was told that the organization was happy with my performance and handed me an increment letter. I was perplexed and asked, “I barely reached the expectations that were set for me; Then why this recognition and increment?” His response had me floored. He said, “Getting sales numbers is not your responsibility only. It is the collective responsibility of the organization as a whole. We trust you and acknowledge your efforts, the market information you have gathered, and other value-add that you have provided the organization in the last 1 year. While you may not have attached a value to your achievements, we measure performance on a lot of other factors and that’s why we are happy with you and trust that your continued efforts will add value directly and indirectly to i-exceed”. I felt relieved and continued my work with the same zeal as before.

Six months later, my sales figures had not made much headway and I was concerned whether I was making efforts in the right direction. I knew my reporting head didn’t have any grievances since he didn’t hint anything during my interactions with him. But I asked myself, why an organization would keep an employee like me?

I approached my reporting head and shared my dissatisfaction to continue working with i-exceed. He tried to convince me to the best of his ability and at the same time arranged a one-to-one meeting with the CEO on a Sunday evening. During the 2-3 hours of discussion and dinner with CEO, we spoke nothing about my performance or related aspects but he shared his vision and goal for i-exceed and how important I have been in the organization’s growth. He shared several others nuggets of information that helped me leave the meeting with a positive energy that has helped me remain motivated with the same passion and enthusiasm.

As I am writing this, I am about to complete 3 years at i-exceed and I have started becoming a solid performer with the constant support of my team and other peers at i-exceed.

As Simon mentioned in his speech, i-exceed, like any other organization would prefer to have the best performer/trustworthy employee and I acknowledge that even though I have a long way to go before I feel I can be called a top performer/trustworthy employee, I wouldn’t have reached where I am today without the moral support that i-exceed has provided me.

I take this opportunity to recognize the senior management team at i-exceed for being better than the best and offer my heartfelt gratitude to my leader, mentor, and reporting head – Sagar Kirpekar and inspirational CEO – S. Sundararajan.

Emotive FinTech UI and how adopting a co-design strategy helps

Emotive FinTech UI and how adopting a co-design strategy helps

Frewin Francis

Product Marketing
8 min Read

According to American psychologist Abraham Maslow – once we have food and shelter — but before we can seek self-actualization — we must feel safety, belonging, and self-esteem.

It is interesting to note that the digital revolution has brought people closer to the state of self-actualization. The rapid evolution of technology has resulted in an equally rapid evolution of how fiercely each one of us would like to grow and realize our potential as an individual. Thus, wants and needs are also evolving at a rapid pace. Hence, businesses that learn to create a synergy between customers and their aspirations will be the leaders of their game. Which is why, realizing financial goals must be one of the main pillars for designing a meaningful UI/UX.

Today, this is what FinTech ought to be delivering and understanding a few fundamental principles will help in building interfaces that people will love and cherish while steadily progressing towards their goals.

As of July 2020, there are almost 4.57 billion active Internet users and by 2025, the number of daily digital interactions per person worldwide is expected to be around 5000. That is over 2 trillion daily interactions worldwide. So what does this imply? Most of these interactions will take place through a digital interface and the role of UI/UX in delivering truly delightful user journeys is absolutely vital.

Gone are the days when a business could claim the top spot by building an amazing product and spending years riding on its wave of success. Today, as businesses project themselves as a partner that cares about their customers’ best interest, FinTech companies have an onerous responsibility on their shoulders.

So how do you go about creating a stunning UI?

It’s a lot like playing the piano. You first play by the rules and then you play by your heart.

Truth is that, most design teams do in fact, work like that. But their creative environment is a closed loop that gathers insights from a very predictable user base.

Hence, to become a leader, we need to able to relate to Robert Quinn’s quote – build the bridge as you walk on it.

In our case, the overall goal is very clear – efficient financial management for a better living.

So the first step towards building a great solution is to understand the key highlights that define our customers’ lives and observe the financial transactions that empowered it. Then study the journey and see how it can be optimized for an even more rewarding experience.

So how can you ensure that a UI does this?

Firstly, we must all accept the fact that our users are very different from us. As a financial expert we tend to be passionate about what we offer our customers and expect that the majority of users will evaluate and use our products the same way it was developed. Unfortunately, most people are driven by emotions. Their behavior patterns are often not optimal; they follow habits.

This is where AI and ML will play an important role in the future for UI/UX. Insights delivered by artificial intelligence will help FinTech companies factor cognitive biases and other aspects of user behavior to create highly personalized banking interfaces.
However, as a creator, we must remember that data and test results are not answers, but rather hints. Without users’ feedback, it still does not represent the complete picture. It is also important to divide the test environment and real life. After all, developers seldom test features the same way a user would do so in real time because it depends on a host of factors that are unique to every individual. Finely weaving together both is the key.

Hence, data-driven design will prove to be a very effective approach for optimizing UI elements as it helps in making more informed decisions in the UI engineering process. Because, a strategy and vision for a new killer digital product would take into consideration features, circumstances, user traits, technological capabilities, and their impact on one another.

In the future, with further developments of artificial intelligence we can expect solutions that will dynamically generate screens with high levels of personalization.
The biggest difference between an ordinary offering and an outstanding one is a streak of madness that melds human instinct, intuition, and data driven insights.

So why adopt a co-design approach?

A text book definition of co-designing defines it as a collective design methodology for improving working efficiency and user satisfaction. The collective narrative serves as a powerful tool in delivering user journeys that are functional, intuitive, and meaningful.

As mentioned earlier, more and more people are idealizing the end goal of Maslow’s concept of self-actuation and hence are very distinct in terms of their preferences. Hence collecting their feedback would help in building a feedback loop that helps in delivering deeply engaging and rewarding experiences.

This means, involving more than just the stakeholders responsible for developing a product to get feedback on UI. Gather insights from different teams of your organization irrespective of their roles or seniorities. For all you know, your security staff or a colleague’s 5 year old might hold the clue for your next top feature! Who knows?

And the most attractive aspect to adopting a co-design approach is that this is not an expensive or a tiresome exercise. Simply send out new designs at an organizational level and see what feedback you receive. Then try and make sense of the different suggestions provided and incorporate it into the design process.

It would also be good to give a disclaimer to be as crazy as possible. Because all of us know…a little craziness is always an exciting thing to have. Else the world would be all boring and grey.

The outcome of adopting this approach will result in your brand not just managing people’s money but also being one that is loved and respected for helping them realize the best versions of themselves.

At i-exceed, using our flagship offering Appzillon (a unique combination of a low-code digital experience platform and a suite of pre-built banking) we have been delivering stunning user journeys to our end users. We do this with the help of our ever expanding repository of easily customizable widgets, UI templates, graphs, charts, and other elements that we constantly enhance with the data driven insights we gain from the usage of our solutions.

To know more about how Appzillon can help you in delivering engaging digital banking experiences with stunning UI/UX, get in touch with us at We would love to be a part of your digital transformation journey.

End-to-End Digital Account Opening Deployment in 3 Weeks

Digital Account Opening
Deployment in 3 Weeks

Frewin Francis

Product Marketing
3 min Read

Today, a lot of digital banking solutions are conjured as a knee jerk reaction triggered by the current state of the market or because of the changing business landscape due to a new disruptor. In both cases, one aspect remains a constant – these banks are trying to bridge the missing gaps between what is lacking in terms of their legacy offerings and what their customers are expecting. And this approach doesn’t work. According to McKinsey, “70 percent of complex, large-scale change programs don’t reach their stated goals.”

While the intent here is good, it’s not good enough. The mindset of the customers and those that built the legacy systems are not the same. Hence an approach that starts by trying to fill in the missing gaps would best result in an earnest effort that’s not simply good enough.

This is because, the architects of the solution are experts at what they do and the end users simply expect the solution to perform a few tasks of their preference in the simplest possible way. So what would normally happen is that banks would try to build a super app that has all the best features and fits perfectly into a mobile screen while all the user would have expected is a simple interface to get things done. Clearly, there is too much effort going in with very little output. Another approach is to replicate what successful banks are doing. However, one must remember that one size never fits all approach. Institutions must cleverly understand their customer base and build solutions that perfectly match and then exceed their customers’ expectations.

Recently, one of the best run banks in Bangladesh approached us for a digital transformation initiative. They wanted to transition their existing traditional paper based customer onboarding process into a digital one that ensured personalized and delightful user journeys.

The narrative here was clear – we not only had to deliver a digital onboarding solution that surpassed the expectations of both the customers and the bank but also had to deliver the solution in a short time.

The bank decided to partner with i-exceed as its digital transformation partner for this initiative due to our track record in delivering rapid digital banking transformation in record time. We have the ability to do this because of our in-depth understanding of the banking sector and due to the technical superiority of our development platform.

The bank decided to build ‘MEasy” using Appzillon Customer Onboarding Solution. It would be a web-based self-service app with responsive design that includes integration with Bangladesh’s National Id database for e-KYC, emailing of auto generated customer onboarding form, and other standard integrations with the bank’s ecosystem. The solution also includes a back office module which include multi-stage multi role workflow engine, where the customer application goes through multiple stages of verification and correction.

A little about Appzillon – Our flagship offering is a unique combination of a low-code digital experience platform and pre-built digital banking solutions. This aspect helped in rapid development of the solution deployed at MTB. The development team extracted the essence of the final output and rapidly customized the solution with an attractive UI/UX that perfectly addressed the bank’s business requirements and met regulatory requirements. The outcome was a light weight app that delivered outstanding personalized engagement and performance.

Using i-exceed’s platform, MEasy was delivered in a record time of 3 weeks to user acceptance testing (UAT). The fully digitized customer interface provides a cutting edge, hassle-free, personalized, and holistic digital banking experience.

To know more about how Appzillon can help you in your digital transformation endeavors, get in touch with us at We look forward to being part of your digital journey.

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Sustainable success in digital applications is all about building applications with scalable / reliable application performance. The key to achieving this success is by treating application performance as one of the core design pillars of the digital application right from the inception phase of the project to the post production phase.

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