Case Studies


Optimizing customer self-service for a global BFSI, with a Progressive Web Application (PWA)
Progressive Web Application

The Challenge

With digital partnerships on the rise, a leading BFSI company aimed to optimize value with its 24x7 support resources who were carrying out low-value transactions.

The company wanted a self-service platform that could free significant resource time utilization and focus on more valuable and growth-oriented customer interactions. While at the same time, use the self-service platform to learn more from customer engagement and build brand equity with personalized customer touch-points.

The Solution

Signing on a 3-year MSA with this global major, Niyati established a product road-map for the self-servicing tool built on agile-scrum practices. Working in collaboration with multiple stakeholders and converging towards a common product vision, Niyati started with a 1-month MVP release and a user research validation plan.

Engaging a leading market research firm with select user recruits, Niyati validated the MVP for UI/UX and business use cases to progress on building the full-fledged application. We chose Progressive Web Application (PWA) framework in-order to cater to a very large and diverse audience base. With incremental releases over a 2-month timeline, we developed a robust omnichannel frontend that seamlessly integrated with micro-services API-based backend and deployed on a secure Amazon cloud.

Using AWS PinPoint Analytics and Cloud watch logs, we tracked user engagement and behavior to improve the product and feature interactions. Equipped with rich components, we delivered a springboard solution that helps the client scale the tool across different business units and regions with localization capabilities.

Digital Tools and Technologies

  • Adobe XD
  • Angular
  • AWS
  • AWS PinPoint Analytics

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