As customer expectations shifted toward mobile-first banking, Permanent TSB (PTSB) recognized the need to transform their digital offering. Their existing platform required a modern, user-centric overhaul to compete with digital-only "challenger" banks while maintaining the security and trust of a traditional pillar bank. They needed a partner who could not only engineer a high-performance app but also deeply understand the complex regulatory and security landscape of the financial services industry.
The objective was to design and build a world-class mobile banking experience for iOS and Android that would drive customer engagement and digital adoption. Specifically, the project aimed to:
Increase User Penetration: Transition the majority of the bank’s active customer base to the mobile platform.
Simplify Complex Journeys: Make everyday banking tasks—like payments, transfers, and card management—intuitive and frictionless.
Ensure Industrial-Grade Security: Implement robust authentication and data protection measures without compromising the user experience.
Future-Proof the Technology: Build a scalable architecture that allows for continuous innovation and the rapid deployment of new banking features.
Marino partnered with PTSB to deliver a comprehensive digital transformation, integrating directly with the bank's internal teams:
User-Centric Design: We conducted extensive usability testing and research to map out customer pain points, leading to a streamlined interface that prioritizes the most-used banking features.
Full-Stack Engineering: Our team managed the end-to-end development of the native iOS and Android applications, ensuring high performance and deep integration with the bank's core systems.Secure Authentication: We implemented biometric login (FaceID/TouchID) and strong customer authentication (SCA) to meet PSD2 regulations while keeping the login process fast.
Continuous Evolution: Rather than a "one and done" launch, we established a product roadmap and a continuous delivery pipeline, allowing for frequent updates based on real-time user feedback.
The PTSB app has become a benchmark for digital banking in Ireland, achieving industry-leading engagement metrics:
90% User Penetration: The app has achieved an incredibly high adoption rate, becoming the primary touchpoint for the vast majority of PTSB customers.
Top-Rated Experience: The app consistently maintains high ratings on both the Apple App Store and Google Play Store, reflecting a significant improvement in customer satisfaction.
Operational Efficiency: By enabling customers to self-serve for tasks like card freezing and PIN recovery, the app has significantly reduced the volume of routine queries to branches and call centres.
Scalable Innovation: The robust foundation built by Marino allows PTSB to regularly roll out new features, such as digital personal loan applications and advanced budgeting tools.
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