Al-Etihad Credit Bureau

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Al-Etihad
Credit Bureau

Owned by the UAE Federal Government, AECB is the UAE's leading light when it comes to credit scores. We are their sole digital provider.

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Project overview

For the past two years we have focussed on upgrading AECB's customer experience on their native applications. This has led to a large-scale overhaul of their Credit Score and Credit Report apps, and most recently their Tenancy application

Platform

Our Role

Objectives

Problems

The applications required immediate surgery, so the dev and UI teams worked in tandem to patch what they found and define how it should be.

With the help of our business analyst, we created a list of rich user stories and a functional backlog which was release iteratively over six months. The uplift in terms of App Store feedback and Focus Group findings was proof that the model worked

Challenge

Time was the biggest obstacle, so the team created lo-fidelity scamps and developed in an agile fashion which ensure that releases could be more frequent

The team also closely monitored customer feedback, and took steps to improve functional performance along the way.

Solution

Operationally the best way to tackle the task was to supply two managed service teams. One working on the apps, and the maintenance, and one working on the website revamp and its backlog.

Enabling two squads ensure the respective teams were able to plough their way through the respective tasks quickly than a project team. The supporting SLA also mean the Credit Bureau had 24/7 coverage.

Outcome

The results speak for themselves. The App Store rating improve by two base points and the whole functional backlog was cleared. Equally the team was able to redo the architecture and overhaul the content.

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Our Approach

The team undertook several experience workshops, on and off shore, and then create experience maps and lo-fidelity wires for the UI to quickly iterate.

Prototype APP Prototype
Prototype APP Prototype

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Accelerating Brand Valuation Through Digital Innovation.

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Style Guidelines

AECB already had an existing brand guidelines; we built this out with a design system, a tone of voice guide and a visual language for all their digital assets.