Zopa logo in navy blue.

Reimagining of a digital experience fit for 5 million customers.

Array of mobile banking app screens showing account balances, transaction history, loan details, and money transfer options on a teal background.
Financial dashboard displaying HSBC and Starling bank account balances and spending activity for November, with account details and visual activity overview.
Mobile phone screen displaying a banking app with account balances, spending analytics, upcoming payments, and credit card information, against a teal background.
Screenshot of a mobile app showing various bank accounts with balances, including Zopa, American Express, and a Smart Savings Hub, along with a notes section on account features.
A colorful brainstorm board with sticky notes in purple, orange, pink, blue, and yellow. The notes contain various business and customer insights related to product development, strategic changes, and customer experience enhancements.
Smartphone screen displaying digital payment app with options to pay/send, transfer, request, recent transactions, and a list of recent payments to Costa, Deliveroo, and TFL.
Screenshot of a mobile phone displaying a survey or quiz app with the question, 'How do you think this app would help you manage your own money?' The app shows that the user is on step 19 of 25 and includes a recording timer. There is a small video thumbnail of a person in the lower left corner, and a subtitle at the bottom reads, 'spreadsheet that I have with all the various.'
Collage of financial app screens showing budget tracking, transactions, account balances, and money transfer options.

  • CX Strategy

  • Expert Analysis

  • Customer Research

  • Visual Design

  • Prototyping

  • Stakeholder Facilitation

  • C-Suite Engagement

SERVICES

RESULTS

£80m

funding secured

The challenge

Zopa, a digital challenger bank, is growing rapidly. With over a million customers and new products launching, they needed to overhaul their main point of interaction with their customers so they could scale efficiently.

What we did

We completed an audit of the current experience and worked with multiple sets of stakeholders to develop a clear value proposition for Zopa’s future app experience. We designed our vision and validated with customers. The end-to-end experience was then documented to allow for a seamless delivery.

The results

Zopa are due to release the improved app experience inclusive of their product roadmap in 2025. We have been retained to support them across every step.

More work

Customer-first digital transformation for Vietnamese SMEs

A concept for a new digital user experience to fuel rapid D2C growth

Let’s talk