Banking & fintech

B2C

Unifying 20 payment silos to help Kenya's third-largest bank compete in a 97% digital market

Client

NCBA Bank

NCBA Bank

Model

Product accelerator

Product accelerator

NCBA mobile app payment confirmation screen resting on an orange velvet ottoman, showing "Money successfully sent" with share and done actions.

Services

Product strategy

Product strategy

UX/UI design

UX/UI design

Info

Kenya's third-largest bank had 20+ fragmented payment methods in a market M-Pesa runs, with 70% of its IT budget locked in legacy systems. We worked out the win was one interface over the existing core, not a rip-and-replace, then designed three connected platforms and delivered in four months.

Authentication flow diagram mapping the sign-in logic for NCBA's mobile banking app, including trusted device checks, biometric login, PIN and password recovery paths, and KYC verification states.
Full user flow overview in Figma showing all screens and decision points across the NCBA mobile banking app, from splash and onboarding through sign-up, KYC, and product origination.

Challenge

Kenya's fragmented payment landscape meant NCBA had to bring 20+ methods together, from M-Pesa to SWIFT, without a full rebuild. With mobile money 80% cheaper than banking and M-Pesa controlling 66% of payments, connecting systems wasn't enough. The bank needed one coherent way to pay that held up whatever method sat behind it.

Our analysis

Success meant one interface handling significant complexity. The real challenge wasn't the number of payment methods but which to prioritise: users needed the right option at the right moment, not every option. Mapping usage patterns showed how to hide complexity without limiting what users could do, so one context-adaptive interface could carry the fragmented landscape as a single platform.

Four mobile screens showing the NCBA app's core sign-in journey: splash screen, new user welcome, PIN entry with forgot PIN modal, and the home screen with products and services.
Four mobile screens from the NCBA onboarding flow: biometric setup, mobile banking sign-up form, identity verification checklist, and an error state screen.
Promotional card component showing two young women using smartphones, with the title "NCBA and University" and a "Read more" button styled in NCBA's brand yellow.
NCBA mobile banking dashboard displayed on an iPad, showing a personalised greeting, account balances, product categories, and promotional content cards.
NCBA mobile app lock screen showing a personalised welcome message and a face ID authentication prompt on a dark background.
ATM and branch finder screen showing a map of Nairobi with a nearby NCBA ATM selected and a "Get direction" call-to-action button.

What we did

01.

A senior lead working alongside NCBA

One of our senior partners worked directly with NCBA's teams in Nairobi, while a production team of 12 handled build-out remotely. That kept decisions fast and close to the local market.

A senior lead working alongside NCBA

One of our senior partners worked directly with NCBA's teams in Nairobi, while a production team of 12 handled build-out remotely. That kept decisions fast and close to the local market.

02.

One interface for 20+ payment methods

Designed single interface for 20+ payment methods, from M-Pesa to bank transfers to international cards. Each had different rules. We made them work as one.

One interface for 20+ payment methods

Designed single interface for 20+ payment methods, from M-Pesa to bank transfers to international cards. Each had different rules. We made them work as one.

03.

Designed three connected platforms

We designed three connected platforms: a consumer banking app, a merchant payment system, and an admin control panel. Previously separate systems now talked to each other.

Designed three connected platforms

We designed three connected platforms: a consumer banking app, a merchant payment system, and an admin control panel. Previously separate systems now talked to each other.

04.

Integrated with core banking

Connected new designs to Pamoja, NCBA's existing banking infrastructure. We built on what existed rather than ripping and replacing.

Integrated with core banking

Connected new designs to Pamoja, NCBA's existing banking infrastructure. We built on what existed rather than ripping and replacing.

NCBA design system overview showing typography (Averta and SF Pro Text), button styles, brand colour palette (Sky, Cocoa, Sun, Coral, Passion), logo, icons, card components, photography, and 3D illustrations.
Component library spread showing content cards, navigation bar states, button variants, a Visa card component, account balance modules, and icon controls.
A ceramic piggy bank photographed against a split background of light blue and NCBA sky blue, used as a visual metaphor for savings.
Four product category tiles on a dark background representing the app's core services: Transact, Borrow, Save, and Insure, each with a distinct pastel colour and icon.
Semicircular loan repayment progress indicator showing 25% completion, representing 9 out of 36 instalments paid, displayed on a dark background.
Two in-app notification components on a teal background: a payment received alert with a "View balance" action, and a declined payment request with a "Check status" action.

Project impact

One connected experience

From siloed requirements to a single connected platform, with simpler financial journeys.

One connected experience

From siloed requirements to a single connected platform, with simpler financial journeys.

Unified payment process

Single coherent interface simplifying Kenya's complex payment landscape.

Unified payment process

Single coherent interface simplifying Kenya's complex payment landscape.

Accelerated delivery timeline

Complete platform delivered in 4 months, 35% more efficient than industry standard.

Accelerated delivery timeline

Complete platform delivered in 4 months, 35% more efficient than industry standard.

Ready to know what's worth building before you commit to it?

In a short, evidence-led sprint we help you decide, then design it.

For NCBA that was three connected platforms over the existing core, delivered in four months.

Let's talk about running one on your challenge.

Let’s start a project

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