SANTANDER

An experience designed to make the bank’s app the preferred channel

CRM & Loyalty CX & Strategy Experience Design

We designed a personalized experience to drive adoption of the Santander app based on each customer’s level of digital maturity. We analyzed profiles and barriers, defined a progression matrix, and identified the most relevant features for each phase. Based on these needs, we built the content architecture and an omnichannel experience across CRM, the website, and account managers, aimed at increasing digital autonomy.

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