Santander is one of the world’s largest banks, counting over 144 million customers in ten key markets. The bank is one of the world’s top three most well-known finance brands. In Germany, Santander belongs to Santander Consumer Finance, which is the world’s leading banking group for consumer-goods finance and maintains a network of over 130,000 retail partners.
Santander, as an omnichannel bank, is seeking to become the best platform for financial services – using the single, strong Santander brand. This will involve each of its customers enjoying all contact options at any time through the channel they desire at that moment. Accordingly, Santander is exploring all methods for customer contact, steadily developing them further, and linking them with each other. From an optimized branch network to a customer-service hotline and online banking that offers convenient online account and contract management optimized for mobile devices.
A brand has to offer its customers a consistent product palette through a consistent sales and distribution network – and it has to be done with simplicity. Design systems always pay off most when multiple interfaces are involved. They can be expanded as desired, ensuring consistency in the brand’s presentation.
We arranged several workshops to keep the design process transparent. During them, we teamed with Santander to develop design principles, gather ideas in mood boards, and carry out user-acceptance tests.
An important step in the company’s development into a modern omnichannel bank was the standardization of its online-banking offering. We realized this as part of an agile process with three platform teams for the Web, Android, and iOS. The teams consisted of visual and experience designers, content editors, back-end developers, software architects, API developers, and software testers.
platform teams (Android, iOS, Web)
front-end and mobile developers