Designers: Vietnam Technological and Commercial Joint Stock Bank (Techcombank), Hanoi, Vietnam
Client: Techcombank, Hanoi, Vietnam
In November 2021 Techcombank launched Techcombank Mobile application that enables customers to access a full range of retail banking products and services on the go on their mobile phone. The cutting-edge mobile app featured a refreshed user interface created by Vietnam’s largest in-house design team. Customer digital journeys have been designed based on interviews and surveys of over 4,000 customers and hundreds of co-creation usability testing.
We’ve built a banking app that’s a personal assistant in your pocket. A trusted companion that takes the work out of keeping on top of your money, tells you what’s just around the corner so you don’t get any unpleasant surprises, helps you improve your financial skills and confidence, and nudges you toward better financial behaviors and decisions. In fact, it even automates the boring stuff and gives you a simple way to get everything done without having to give up half your Sunday. You can also make it your own with personalized backgrounds of the beauty and design craft of Vietnamese landscapes and cultures.
We have designed our features to support customers with improving day to day decision making, building financial resilience and achieving their goals. Take our conversational money transfers, moving money is as easy as speaking. Customers can execute financial transactions quickly, and securely on the go; they can be approved for a new credit card for instant use; and even apply for a new mortgage and be given a credit score. Learning about financial decision making is as effortless as can be with our timely micro-learning. Our PFM extends beyond activity graphs and uses personalized nudges like Payday Saver and the Goal Saver service that help customers make contextual decisions that drive better financial outcomes.
Techcombank is working to give customers the best experience possible and this is being reflected by an improving brand consideration and Net Promoter Scores (NPS). The Bank’s brand consideration score in Q4 2021 was 58.0, up from 48 in Q4 2020 (and above the industry average of 56.8), demonstrating a high likelihood that customers will choose Techcombank over its peers. Its NPS reached 83 in Q4 2021, up from 76 in Q4 2020 and well above the industry average of 69.3. The improving NPS reflects higher customer loyalty and satisfaction, and the likelihood that they will recommend the bank’s products and services to friends and family.
