STANDARD BANK
REJUVENATING AFRICA'S OLDEST BANK
Background
Standard Bank, Africa’s largest bank, faced a worrying trend: customer satisfaction was falling and adoption of its digital channels lagged behind.
To regain leadership, the bank needed more than just new features. It needed to reconnect with people and rebuild trust in the role it plays in their lives.
CHALLENGE
How can Standard Bank create digital experiences that feel valuable, human, and relevant to its diverse customer base?
WORK
We ran inception workshops in Johannesburg and engaged with customers through interviews, research and co-creation.
From more than 60 ideas, we distilled three value proposition angles to guide the future experience:
In It Together – banking as a partner that supports ambitions and group effort.
See Things Clear – tools that simplify money matters and clear the path to action.
Make It Count – solutions that help people make the most of their efforts, save, and spend with confidence.
These were anchored in a CX Vision and a set of experience principles. Practical guidelines to ensure every digital touchpoint feels supportive, transparent and trustworthy.
IMPACT
The work gave Standard Bank a clear, human-centered direction for its digital future. It redefined the role of the bank not just as a financial service provider, but as a reassuring partner that helps customers move forward with confidence.
