Challenge
MCB’s customer onboarding and product sales relied entirely on branch and phone channels. This legacy model had high acquisition costs and hindered cross-selling. To succeed in a digital-first market, MCB needed to reimagine how customers discovered, applied for, and bought products - driving growth, efficiency, and customer satisfaction.
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Solution
We applied human-centred design principles to create a seamless, conversion-led digital experience built on their DXP and Oracle FLEXcube.
- Streamlined multi-step workflows into intuitive, self-service journeys.
- Enabled customers to apply and buy online for the first time.
- Designed mobile-optimised experiences that improved engagement and reduced drop-offs.
- Built a scalable, modular architecture to support future product expansion and integration.
- Embedded analytics to track conversion, behaviour, and ROI.
Capabilities
Experience & Service Design
UX & CX Strategy
Process Engineering
Scalable Digital Architecture
Results
- 8% conversion rate from unique visitors to loan applications.
- Lower acquisition costs through automation and digital self-service.
- Expanded market reach with complete digital onboarding and sales capability.