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React JS
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React Native

Big 4 bank customer journey development

Satellite squads

A customer engaged Double Yolk to design and build a targeted communication feature for their retail online banking portal. The system integrated with an administration panel allows for dynamic modification of the messaging. The feature also had a deep integration with Adobe Target and Adobe Audience Manager allowing for highly customised user journeys.


  • Limited end-user guidance for changes implemented in banks online portal.
  • Minimal capacity to customise user journeys based on demographics and audience tags
  • Lack of in-house resource to tackle the entire project including research, empathise, design, create and test phases.
  • Complex legacy system integrations between core components of the ecosystem.


  • Enhanced customer journey due to highly customised modals & cascading support lines. ​
  • Standardised system to manage and update touchpoints with customers​
  • Secure configuration to ensure data  privacy and the right people with the right access to client data
  • Improved tracking and monitoring of customer behaviour on-site to allow for ongoing UX enhancements​
  • Increased speed to market for feature release with DY owning end-to-end planning & delivery

Client impacts

  • Completed a discovery and scoping phase including detailed scoping of requirements​
  • Lead design authority, operational and steering  committees culminating in the design of a non-obtrusive communication technique. ​
  • Identification of key resources and secure onboarding into client environments.
  • Coordination of dependencies with integrated systems​
  • Managed and completed build, QA and UAT testing​
  • Completed end-user training and go-live support