Case Study: NCBA Bank

Banking & fintech

B2C

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

Client

NCBA Bank

Model

Partnership

services

Product strategy

UX/UI design

info

Kenya's third-largest bank faced an existential challenge: transform digitally whilst 70% of IT budgets remained trapped in legacy systems. With more than 80% of Kenya adults adopting mobile money platforms, NCBA's complex, fragmented infrastructure across 20+ payment methods threatened its competitive position.

challenge

Kenya's fragmented payment landscape meant NCBA needed to integrate 20+ different methods—from M-Pesa to SWIFT—without a full rebuild. But with mobile money 80% cheaper than banking and M-Pesa controlling 66% of payments, NCBA couldn't just connect systems. They needed unified UX architecture that made payments seamless regardless of method.

our analysis

Success meant one interface handling significant complexity. The real challenge wasn't the number of payment methods but the prioritisation of features. Users needed the right option at the right moment, not every option. Mapping usage patterns revealed how to hide complexity without limiting functionality. An intelligent, context-adaptive interface transformed NCBA into a unified financial platform.

what we did

01. Partnership with our design lead

One of our senior partners worked with with NCBA's teams in Nairobi whilst 12 designers handled production remotely. This meant faster decisions and better understanding of local needs.

01. Partnership with our design lead

One of our senior partners worked with with NCBA's teams in Nairobi whilst 12 designers handled production remotely. This meant faster decisions and better understanding of local needs.

Partnership with our design lead

One of our senior partners worked with with NCBA's teams in Nairobi whilst 12 designers handled production remotely. This meant faster decisions and better understanding of local needs.

02. Unified payment process chaos

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.

02. Unified payment process chaos

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.

Unified payment process chaos

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

Consumer banking app. Merchant payment system. Admin control panel. Previously separate systems now talked to each other.

03. Designed three connected platforms

Consumer banking app. Merchant payment system. Admin control panel. Previously separate systems now talked to each other.

Designed three connected platforms

Consumer banking app. Merchant payment system. 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. No rip-and-replace, rather everything was built on what existed.

04. Integrated with core banking

Connected new designs to Pamoja, NCBA's existing banking infrastructure. No rip-and-replace, rather everything was built on what existed.

Integrated with core banking

Connected new designs to Pamoja, NCBA's existing banking infrastructure. No rip-and-replace, rather everything was built on what existed.

project impact

User experience transformation

From siloed requirements to complete digital ecosystem with simplified financial journeys.

User experience transformation

From siloed requirements to complete digital ecosystem with simplified financial journeys.

User experience transformation

From siloed requirements to complete digital ecosystem with simplified 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.

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.

Accelerated delivery timeline

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

Need to unify fragmented or complex user experiences?

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