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Digital Banking - Unisys

Project Background

Unisys, with 40+ years of expertise in core banking applications, came up with an initiative in 2023 called UniBank CAH, a white-labeled, AI-driven digital banking solution that empowers banks to configure their own digital services and deploy them on web and mobile (iOS & Android).

Key Features for Bank Customers

Secure Digital Banking Access

AI-Powered Financial Assistant

AI-Powered Financial Assistant

Login via biometrics, multi-factor authentication.

AI-Powered Financial Assistant

AI-Powered Financial Assistant

AI-Powered Financial Assistant

Smart recommendations, budgeting insights, and personalised financial planning.

Intelligent Transactions

AI-Powered Financial Assistant

Conversational Banking (AI Chatbots & Secure Messaging)

AI-based fraud detection, automatic bill payments, investment suggestions.

Conversational Banking (AI Chatbots & Secure Messaging)

Conversational Banking (AI Chatbots & Secure Messaging)

Conversational Banking (AI Chatbots & Secure Messaging)

AI-powered 24/7 customer support.

Smart Investments & Credit Scoring

Conversational Banking (AI Chatbots & Secure Messaging)

Smart Investments & Credit Scoring

AI-driven loan approvals, credit risk assessment, real-time investment recommendations.

Key Features for Banks

Feature Customization & Rollout

Feature Customization & Rollout

Feature Customization & Rollout

Banks can choose and configure features they want.

Marketing & Campaign Management

Feature Customization & Rollout

Feature Customization & Rollout

AI-optimized customer targeting for offers.

Risk & Fraud Prevention

Feature Customization & Rollout

AI-Driven KYC & Customer Insights

AI anomaly detection and compliance monitoring.

AI-Driven KYC & Customer Insights

AI-Driven KYC & Customer Insights

AI-Driven KYC & Customer Insights

Auto-verification, fraud prevention, and data intelligence.

Dashboard & Analytics

AI-Driven KYC & Customer Insights

Dashboard & Analytics

Real-time insights on customer engagement & transactions.

Business Challenges & Goals

Challenges Faced

  • Fragmented Digital Banking Experience: Banks lacked an integrated omni channel digital solution.
  • Security & Fraud Risks: Legacy systems had higher fraud vulnerability.
  • Slow Customer Onboarding: Manual KYC processes increased acquisition time.
  • Lack of Personalization: Generic banking solutions failed to engage customers effectively.

Project Goals

  • Enable banks to digitally transform their services with AI & UX-driven solutions.
  • Enhance security and fraud detection through AI-powered monitoring.
  • Improve onboarding speed & user engagement using intelligent automation.
  • Ensure a frictionless digital banking experience across platforms.

UX Strategy & Research

Stakeholder Interviews

Rapid Prototyping & Usability Testing

Stakeholder Interviews

Insights from bank administrators, compliance teams, and customers.

User Journey Mapping

Rapid Prototyping & Usability Testing

Stakeholder Interviews

Identified pain points in onboarding, transactions, and feature discoverability.

AI Integration Research

Rapid Prototyping & Usability Testing

Rapid Prototyping & Usability Testing

Studied best practices in AI-powered fraud detection, financial automation, and digital assistants.

Rapid Prototyping & Usability Testing

Rapid Prototyping & Usability Testing

Rapid Prototyping & Usability Testing

Iteratively tested AI-powered chatbot, security flows, and dashboard analytics with real users.

Key UX Design & AI Features

Customer Experience

  • Conversational Banking & AI Chatbots: Customers could check balances, transfer funds, get bill reminders via an AI-powered virtual assistant.
  • AI-Powered Personal Finance Insights: Smart financial planning tools that analyze spending habits & suggest savings plans.
  • Automated Bill Payments & Transactions: AI-driven scheduled payments based on user habits.
  • AI-Powered Credit Scoring & Loan Management: AI analyzed transaction history & alternative credit factors for loan approvals.

Admin Experience

  • AI-Driven Fraud Detection & Security: Real-time transaction monitoring & anomaly detection.
  • Automated KYC & Onboarding: AI-assisted identity verification for faster customer onboarding.
  • AI-Based Predictive Analytics for Bank: Predictive insights on customer engagement, transaction trends, and operational risks.

Implementation & Agile Collaboration

Cross-Functional Collaboration

UX, Engineering, AI Teams, Compliance, and Solution Management worked in an Agile environment.

Design Deliverables

  • AI-Powered Wireframes & UI Mockups for chatbot, credit scoring, fraud detection.
  • High-Fidelity Interactive Prototypes & Usability Testing Reports for digital banking experience.
  • AI-Infused Customer Journey Maps optimizing user onboarding & security.

Impact & Business Outcomes

Lessons Learned & Key Takeaways

  • AI-Powered UX Can Significantly Improve Engagement: Personalized AI-driven recommendations increased customer retention.
  • Fraud Detection is a Critical Competitive Advantage: Banks saw AI-powered security as a top differentiator.
  • AI Must Be Transparent: Users were more comfortable with AI when they understood how it worked.
  • Collaboration is Key: AI needed UX, Product, and Engineering teams working closely together for success.

Conclusion & Future Prospects

Despite the project being paused in Dec 2024 due to financial constraints, Unisys successfully:

  • Developed a scalable, AI-powered, white-labeled digital banking solution.
  • Enhanced customer experience through intelligent automation & conversational banking.
  • Strengthened security using AI-based fraud detection & risk monitoring.

The foundation is in place for future AI-driven banking innovations.

Suhas Sudhakaran

+91-7019626627

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