Digital Private Banking

Credit Suisse needed to establish itself as a premier digital bank in order to keep pace with customer expectations and get ahead of emerging fintech disruption. An international effort was undertaken in Singapore to design and build DPB.

Digital Private Banking, a marquee platform for Credit Suisse, launched in APAC in 2015 with a rapid product launch strategy. The initiative aimed to deliver an industry-leading financial advisory platform across iOS, Android, and browser-based experiences.

The DPB app design process leveraged advanced prototyping tools like Axure and Sketch, allowing the team to create rapid and realistic prototypes. These collaborative platforms enabled efficient iterations and adjustments, ensuring that the app’s features and interface were refined in real-time to meet business and user needs.

To validate the designs and gather valuable insights, the team conducted usability testing with actual Ultra High Net Worth Individual (UHNWI) users. By testing the prototypes on-site, the team gained direct feedback, uncovering crucial insights and areas for improvement that informed further design enhancements and ensured the app’s effectiveness for its target audience.

As the DPB app launched in Singapore, other Credit Suisse units sought to integrate their services. Credit Suisse Invest (CSI) was a key addition, aimed at providing clients with personalized investment opportunities and deeper engagement. This initiative, a major 2016 priority, was tailored to fit the app's design system and included portfolio diagnosis, enhanced client-RM interaction, and brand extensions.

CSI also featured automated investment suggestions, a conversational design for user interactions, and simulation tools for investment ideas. Users received notifications through an idea channel, tracking investment timelines and history. Developed through client co-design workshops, the initiative started with an Asia pilot and continued with a global rollout.

The DPB app further evolved to include backend features for Credit Suisse bank employees, particularly enhancing tools for relationship managers (RMs). The Relationship Manager Ecosystem introduced several internal workflows such as client onboarding (DAC) and complete redesigns of existing processes. This expansion emphasized round-trip workflows, a controlled vocabulary for clarity, and simplified error handling to improve efficiency. It also featured component extensions to boost transparency within teams, ensuring a streamlined and effective RM experience.

Additionally, the app was reimagined for multi-client use, providing dashboards for External Asset Managers (EAM) and Private Banking (PB) clients. This reconfiguration brought together 15 distinct sections, integrating features like summary cards, advanced data tables, and overnight activity tracking. It also incorporated customized views and a “Daily Brief” concept, enabling bank staff to manage and curate personalized news and investment ideas.