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Table of Content

BACKGROUND

The client is a leading global financial services company with operations around the world. It provides services in three main areas: retail banking, wholesale banking, and brokerage & wealth management. Their retail banking services offer consumers branch office facilities and online banking. The wholesale banking focuses on home mortgage and commercial loans. The brokerage and wealth management services offer trading, retirement, and security investment functions.

BUSINESS SITUATION

The client has been offering online banking services to its various customers across its three main businesses. However through their acquisitions of other banks they wanted to consolidate their online presence across all their acquisitions. The client’s various acquisitions had different front-end UI for the customer portal as well as disparate back-end systems. This case study focuses on the Client’s challenges in the front-end and Xoriant’s solution. A subsequent case study will address the back-end challenges.

The client has various front-end portals for its multiple business areas:

  • Retail/consumer banking

  • Corporate banking

  • Trade finance

  • Loans

  • Trading and brokerage

Both the front-end user interface (look and feel) and user experience (navigation) for each of these portals among the client’s various acquisitions were very different. The goal was to provide a consistent user experience across all their web portals as well as provide secure transactions for consumers.

APPROACH

Xoriant was chosen due to its prior experience with similar banking clients as well as for its deep expertise in various online technologies. In the first phase Xoriant focused on bringing the front-end architectures, user interface designs, and user experience in line with their requirements for each one of their customer facing portals.

As this was a big transformation for the client, Xoriant did an extensive analysis to understand the client’s business and technical requirements. Business analysts from Xoriant initially worked with the client’s business team to obtain and define functional requirements. Once the functional requirements were frozen Xoriant’s technical team mapped these business requirements to technical architecture and feature set.

From the technical stand point it was important to use the same technology (Java, JSP, Servlet, XML) and architecture as the portal of the parent company.

TECHNOLOGIES AND PLATFORMS

Xoriant used the following technologies in this project:

  • Windows

  • JavaScript, JSP, Servlet, XML, HTML

  • JDBC, Oracle

  • Apache

  • Web browsers

  • SSL certificates

RESULTS

  • Revamped the front-end for all business portals to have a common look and feel for all customers of the client. The following portals were changed:

    • Retail/Consumer Banking portal: A portal through which consumers can manage their accounts including accessing their online account statements, bill payments and fund transfers

    • Corporate Banking portal: A portal for corporate clients to offer services such as bank fund transfers, recurring transfers, bulk uploads, account balances, sweeping and pooling services, account statements, etc.

    • Trade Finance portal: It offers importers and exporters a website to easily connect to their banks to complete their international trade transactions

    • Loan portal: It is a portal for the mortgage and commercial loan processing

    • Trading and Brokerage portal: It is a portal for consumers to trade stocks, bonds, mutual funds and special instruments such as ETFs

  • Making the websites uniform also reduced cost of maintaining the web portals of disparate architectures and technologies

  • Providing a safe, secure and robust website was a topmost priority for the client. Xoriant implemented various front-end security features such as extended validation SSL certificates, anti-phishing and malware protection on browsers, utilization of multiple factor password authentication, enforcing re-authentication while accessing sensitive tools, hiding accounts, Verified by Visa/Secure Code, digital signature, digital certificates, secure tokens, session log out, and blocking of fraudulent accounts

  • Besides the above mentioned portals, the work also involved providing easy access to various online tools such as calculators, budget-creation, setting up alerts and bill reminders, and establishing financial goals

  • While the main goal was to make the front-end UI look the same for every customer, the architecture also allowed for customization, for example to display local news

  • The solution was flexible to allow banks to respond quickly as the local market needs changed and to introduce local products and services without the need to contact the central IT

  • Best practices in Web design have been applied to these websites to reduce reading fatigue, guide the customer’s eye to key messages, and provide only one major area of execution per screen per page

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