How We Increased Conversion 4x
for ČSOB
# Mobile App
Československá obchodní banka, a. s.
2024
Leading Czech bank ČSOB approached us to redesign the building savings application flow in their mobile app. The goal was clear: reduce the number of screens from 14 to 3 steps while maintaining full compliance and a seamless user experience within the ČSOB Smart app.
3.7% → 21%
conversion increase
185%
ROI in first 6 months
91%
mobile device access
Process review
of building savings
Leading Czech bank ČSOB approached us to redesign the building savings application process in their app. The long-term conversion rate was low traffic and product interest were solid, but bank clients were reluctant to sign up for the subsidiary's product through digital channels.
Sales took place through the mobile app or internet banking, with the majority of sign-ups happening in the ČSOB Smart app.
Process audit
and identified issues
Our UX/UI department conducted a detailed audit of ČSOB's processes, including interviews with the target audience. The original building savings sign-up process required navigating through 14 screens, and after clicking the offer, the client still had to confirm a redirect to the client portal.
On top of that, users didn't understand key terms target amount vs. saved amount, interest rate vs. yield. It wasn't clear whether the contract was free, whether entered data could be corrected, or what the next step in the process was.
What solution
we proposed
We focused the redesign on maximum simplification of the entire process, with a primary focus on mobile devices (mobile-first approach).
We used a stepper that reduced the original 14 screens to 3 main steps. We added prominent call-to-action buttons so users always knew which step they were on and what came next.
For the core UI elements, we used ČSOB's UI library to ensure the redesign fit seamlessly into the app's overall visual style.
Added
value
It's in our DNA to always bring something extra to the design. We realized that the application process might require offline cooperation especially for legal reasons which was causing lost conversions as users hit what seemed like a dead end.
So we designed a new feature. The customer could leave a phone number and a call center operator would contact them directly, eliminating the need to wait on hold. We also integrated a floating window with quick contact to the helpline throughout the entire process, in case the customer got lost.
Project
results
After implementing the changes, where we aimed to eliminate all issues identified during user testing, the conversion rate increased on a long-term basis from an average of 3.7% to 21%.
185% ROI in the first six months. Mobile devices dominate access to the sign-up process with a 91% share.
Existing process analysis
Simplification and new flow design
Adding support elements
Implementation and results evaluation
What the client said
about our work
"The building savings application process in our client zone exceeded our expectations. The conversion rate increased fourfold."
Cutting-edge technologies
and breakthrough innovations
We build on modern technologies ensuring high development efficiency and stability as well as security of our solutions in accordance with ISO 27001. We specialize in PHP and the Symfony framework, rely on ReactJS for frontend, and are implementation partners of the Sulu CMS content management system.
We leverage the latest AI innovations that accelerate development and systematically reduce technical debt and application errors.
Web portals, applications, e-shops, and other solutions run on a modern high-availability architecture based on Docker and Kubernetes.
