Nedbank case study

The challenge

Reimagine Nedbank’s website approach to design and technology to better serve the evolving expectations of a digital-first generation. This involved unifying experience strategy, design, content, and engineering efforts to build a scalable, cloud-powered ecosystem supported by a robust design system and operational framework. A key focus was establishing a Content Centre of Excellence to elevate content standards and ensure consistency across both digital and physical brand touchpoints.

Key deliverables

Defined a digital experience strategy to guide Nedbank’s transformation from its current state to a future-ready platform
Built a component-based Adobe Experience Manager solution, enabling rapid product releases; starting with personal loans in just three months.
Developed a reusable design system and component library, anchored in a refreshed visual language, to streamline delivery and scale consistently.
Established an enterprise content strategy and Content Centre of Excellence to drive high-quality, scalable content across the full customer lifecycle.

Approach

To respond to growing demand for mobile-first, customer-centric banking, Nedbank set out to transform its digital experience to better reflect its brand and differentiate from competitors. Our first step was to deeply understand existing user journeys, with a focus on how customers searched for and selected financial products like personal loans and credit cards. Through a combination of behavioural insight and summative research, we mapped customer mental models and validated new experience flows that aligned with their needs and expectations.

We then adopted an incremental delivery model; defining, designing, and deploying reusable components within Nedbank’s AEM infrastructure. By focusing first on two core products, we were able to prove the value of our design and engineering approach while incorporating real-time feedback to refine future releases. Each experience was rigorously tested for functionality, design consistency, and usability before launch. This component-based strategy not only accelerated deployment but also laid the foundation for a scalable, unified digital banking experience.

Results

22% Increase in lead generation from personal loan traffic
38% Increase in lead generation on call-me-back forms
37% Month-on-month increase of unique visitors acquired

Approach

In the foundational phase, I developed a design strategy from the ground up, collaborating closely with engineering and product to ensure technical feasibility and timeline alignment. We conducted competitor mapping, architecture, and wireframe development, along with extensive research. By engaging with DevOps engineers and the community, we addressed key pain points and set the foundation for a successful Beta version.