RBC Mobile is the self-service channel for Canada’s largest bank. With their most popular service lacking face-to-face interaction with customers, RBC wanted to make sure their app was a meaningful place for the brand to engage with daily users.
RBC’s app was seeing more customers every day than their brick-and-mortar locations. It wasn’t just a utility: it was a place to nurture real human relationships.
To keep customers engaged and happy, we used beautiful, location-based Canadian photography and optimized user workflows according to their needs. We included accessible, everyday language to make the app as human as possible.
RBC is an inclusive organization, so their services needed to work for everyone no matter their skill level or ability. With this in mind, we applied the best practices for creating an accessible app and leveraged user-testing and localization.
The finished product was a smart design system that could easily scale from 1 to 1000 products using an understandable interaction pattern.
Self-service channels come with high expectations, especially when you’re working in Finance. In order to meet reliability, security, accessibility, and regulatory compliance standards, we relied on insights gathering, user-testing, and quality assurance processes over the course of our build.
Through continuous integration and agile design, we created small, testable builds and put each through thorough testing. This process of co-design with RBC helped us achieve the safest, most reliable user experience for their customers.
Our implementation of inclusive design, accessible language and visuals, and a reliable app experience helped us serve the largest amounts of RBC customers possible. With a scalable and understandable design system to boot, we were able to provide RBC with the best-in-class mobile banking solution.