A Top European Bank Achieved Enhanced Web Automation Coverage for API testing to >80% Leveraging Coforge Expertise
Overview.
A major UK bank with 14 million customers partnered with Coforge to develop a state-of-the-art mobile payments application. With over 7 Mn digital customers (up from 5 Mn pre-pandemic users), the bank is focused on acquiring more customers through best-in-class experience on its mobile and browser channels and the ability to provide innovative products by significantly reducing time to market.
The goal was to provide a seamless omnichannel banking experience while meeting stringent compliance requirements under the revised Payment Services Directive (PSD2). The bank’s dated online presence was built on top of legacy middleware apps integrated with mainframe technologies. The solution aimed to enhance customer engagement, streamline operations, and ensure secure, efficient financial transactions across multiple regions.
The bank faced challenges with regard to customer acquisition via web & online channels which were built on legacy middleware apps and required upgradation to stay competitive and maintain regulatory compliance
Omnichannel Experience: The existing mobile app lacked consistency across channels, leading to a disjointed user experience and reduced customer engagement.
PSD2 Compliance: The revised Payment Services Directive (PSD2) mandated Strong Customer Authentication (SCA) for all electronic payments. Ensuring compliance while maintaining ease of use was a pressing need.
Unified Platform across markets: The bank needed a solution that would operate seamlessly across multiple countries and languages.
Solution.
Coforge delivered an innovative mobile application under the “One Europe” initiative as part of the bank’s next-generation banking initiative. This comprehensive solution supports both web and mobile platforms, ensuring a unified user experience aligned with the bank’s strategic goals. The product’s initial launch took place in the UK, with future releases planned for Spain and South America.
As part of this new development, Coforge developed a cloud-native solution that seamlessly orchestrates with on-premises Domain APIs. This API provides a comprehensive set of services, catering to various customer journeys and enabling seamless integration with mobile banking and other self-service channels.
Some of the key journeys developed along with sub-features outlined in the mobile banking application include:
Account Services - Global Positions, Accounts, Mortgages, Credit Cards, E-statements
Cards & Payments - Card Control, Domestic Payments and transfers, Faster Payments, International payments, Bill Payments, Account Transfer, Payment through mobile number, Instructions, Future dated payments, Payee management
Open banking & Account Aggregation
Money management tools with spending analytics
Delivery & Engagement model
Coforge delivered the program using the SAFe Agile methodology, with committed sprint productivity achieved through strong governance, SLA adherence & Knowledge Management. We also invested in an automation-focussed quality strategy within a cloud-based mobile device lab.
The Impact.
Coforge’ s solution delivered significant improvements, including
Omnichannel Banking experience: Customers enjoy a seamless and consistent banking experience across platforms
Reusable Framework: A scalable and re-usable framework was developed, enabling efficient rollouts in other regions such as Spain & South America.
Regulatory compliance: Met PSD2 SCA compliance requirements within aggressive MVP timelines.
Operational efficiency: Test automation coverage of 90% enhancing overall quality and speed of deployment.
Key performance metrics
Usage of third-party data to streamline customer experience reduced application processing times from 14-21 days to 5 days for most customers while ensuring compliance.
99.9% Availability: Ensuring high reliability for customers.
1000ms response time: Average for mobile payments, enhancing speed and user satisfaction.
700ms response time: Average for online payments, improving transaction efficiency.
Enhanced web automation coverage for API testing to >80%.
Reduced manual testing efforts for API by ~80%.
Conclusion
Through its innovative approach and technical expertise, Coforge enabled the bank to launch a cutting-edge mobile payments application that delivers superior customer experience, meets regulatory standards, and operates efficiently across multiple regions. The collaboration established Coforge as trusted partners in driving digital transformation for financial institutions.
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