The Boubyan Group
The Boubyan Group is an award winning financial institution based in Kuwait which has been recognised as the World’s Best Islamic Financial Instituion, Retail bank and Digital bank and for over 13 years the Best Islamic Bank in Customer Experience.
Renowned for its exceptional focus on customer experience, with a commitment to innovation and quality service, Boubyan Group continually strives to enhance the interactions and services provided to its customers. This dedication has not only earned the group accolades but also the loyalty of a diverse client base who value the personalized and responsive approach Boubyan takes in its operations. The group's success is underpinned by its strategic initiatives that prioritize user-friendly solutions and customer satisfaction, making it a leader in its sector.
I joined Boubyan’s Digital Innovation Center in 2018 with no team and the task of taking over from E&Y, the work they had done on the new retail app, the revamp of our website and the Corporate app. I had to build a team that was able to support any digital initiatives in Boubyan from an experience perspective.
Today I work with a 9 member team of designers and researchers, which continues to grow with more positions to be filled. Our scope of work slowly expanded to include the ATMS, HR apps, the insurance app and the investments app of the group as well as other minor engagements in a predominantly agile landscape.
The yearly budget for UX is derived from UX needs across the organisation for resources, costs for software licenses and seats, training and exploration. The yearly budget managed for UX is approx. $650,000 /year.
I continued to use my 3D UX process – Discovery, Design and Delivery at Boubyan from the story backlog through to going into production.
My involvement
Personal banking
The Boubyan app is on Apple, Android and Huwaei stores and includes a powerful chatbot to cater to personal banking needs.
Banking website
Boubyan.com is the entry point for potential customers for personal and commercial banking. The website content is controlled by marketing through a CMS.
ATM and ITMs
ATMs & interactive teller machines at Boubyan are themed for different personas and offers dark mode options
Corporate banking
The Corporate app is on Apple and Android stores caters to small/medium business and corporate banking customers.
Investments
The Boubyan Capital app is a relatively new project which bring together funds and brokerage investments and give the customer the ability to monitor and manage his portfolio.