The challenge
An aging e-commerce platform made customer self-service improvements difficult and contributed to friction in savings applications.
OUTSYSTEMS IN ACTION / BANKING & FINANCIAL SERVICES
How a building society improved digital conversion with redesigned customer journeys
A clearer next step can matter as much as a new interface. This institution tested redesigned financial journeys and measured the response. Explore the reported results and the delivery questions behind a more useful customer experience.
RESULTS REPORTED IN THE SOURCE
+54%
conversion likelihood for the mortgage experience in A/B testing
+10%
completion increase for the savings journey in A/B testing
6 min
savings journey completion time, previously ten minutes
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
The institution used OutSystems and APIs to redesign its mortgage calculator and the web-based savings application journey.
The outcome
In A/B testing, the source reports fifty-four percent higher likelihood of conversion for the mortgage calculator experience and a ten percent completion increase for the savings journey, whose completion time fell from ten minutes to six.
Source: customer case study published by OutSystems. Brief prepared by Digital Alchimia.
DIGITAL ALCHIMIA’S DELIVERY PERSPECTIVE
What could this approach unlock for your business?
The useful next step is to connect the story to your own operating reality. Here are the questions we would bring into that conversation.
01
Choose the customer decision that the release should improve.
A calculator and an application journey support different next steps. Define the intended action and the relevant completion measure for each before changing the interface. An OutSystems team can then connect the experience to existing services and evaluate whether the redesign reduces real friction.
02
Keep experiment results attached to their tested journey.
Record the comparison, audience and conversion event behind an A/B result. Do not apply one journey’s uplift to another product or turn a relative increase into percentage points. Specialist developers can support further iterations while product owners maintain a clear basis for measurement.
START WITH THE WORK THAT NEEDS TO CHANGE
You bring the business challenge. We help shape the delivery team.
Digital Alchimia provides OutSystems professionals and delivery expertise for application development, modernization and evolution. Whether you need to reinforce an existing team or explore a new initiative, we can discuss the capabilities, responsibilities and next steps that fit your context.
A useful starting brief
✓ The process or customer journey you want to improve
✓ Where work waits, repeats or depends on disconnected systems
✓ The expertise already available in your team
✓ The outcome you want to measure and the timeframe to explore
Turn a promising idea into a useful conversation.
Tell us where your business needs to move faster and where your team needs additional expertise. Let’s explore an OutSystems approach shaped around your requirements.