The Mobile Banking app has become ABN AMRO’s main touchpoint with more than 2 million users a day. The Dutch bank wanted to use this channel to communicate with their users in a relevant, effective and coherent way.
An in-app message centre was designed as a framework to replace legacy communication channels, which could feed and prioritise messaging from multiple departments of the bank.
The solution was designed through iterative research with users, usability testing and co-creation workshops bringing together bank’s stakeholders with developers, solution architects and product owners of multiple teams.
The pilot of this message centre was designed and developed in an agile way, with incremental releases every two weeks.