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Banking apps and computer-based internet banking services are almost always among customers’ top complaints.

You have certainly used one of them and probably faced some difficulty when trying to make a simple transaction. Right? Exactly.

These are the kinds of factors that negatively impact user experience.

Fortunately, Bradesco understood this and, after analyzing the online behavior of its corporate customers, reached out to X-Apps to develop a solution focused on a new way for users to access the service.

You already know the result: Bradesco Exclusive Browser.

How this partnership started

Like any bank, Bradesco knows that providing a good user experience is essential to sustain business growth.

The problem is that when we talk about banking services in Brazil, even online, it’s impossible not to think about the most common difficulties:

• Bureaucracy when logging in;
• Slow support;
• Security issues.

Bradesco knew these problems and wanted a single solution focused on these three points.

The discontinuation of Java Applet

At the same time that it needed the necessary usability optimizations for customers, the bank also had to find a way around the discontinuation of the Java plugin in browsers.

What does that mean? With Java Applet being discontinued in browsers, the virtual services (internet banking) that banks offer today could no longer run. In other words, digitally speaking, banks would come to a complete stop.

That would mean Bradesco’s more than 1.2 million corporate users would get stuck at authentication.

If you don’t know exactly what Java Applet is, it’s a type of software that runs a task inside a larger software environment—such as web browsers.

In banking services, in addition to enabling internet banking processes, Java Applet also helped ensure the security of user data. Remember when you had to download extra security components on your computer just to access your account online?

That’s why Bradesco needed to anticipate both the customer experience impact—since Java Applet created a lot of confusion—and also the competitive landscape against other banks.

So we had, at minimum, two workstreams:

• The bank’s corporate user experience;
• The security of their information.

Even during negotiations, we worked to deeply understand the solution we needed to deliver. We mapped all details of the project—from action fronts to expected outcomes.

X-Apps’ role in creating Bradesco Exclusive Browser

Transforming the access experience for corporate users of one of the largest banks in the world is not an easy task.

We had the challenge of both optimizing user access and delivering maximum security during authentication.

Since we no longer had the Java plugin available in browsers, the solution was to embed the Java Applet directly into the browser itself.

In practice, with the new browser, users would no longer need to download external security components. That means less bureaucracy during authentication and a smoother experience.

To reach this solution, we first studied the problem Bradesco presented: the discontinuation of the Java plugin.

For Bradesco Exclusive Browser, our role was to map and organize the full execution plan. We operated as a “cell” within Bradesco’s team and delivered the product at startup speed.

We also had to migrate the customer base to this new solution quickly, without creating too much friction for users.

“Our role was to map and organize the full execution plan. We delivered the product at startup speed.”

In fact, one of our areas of focus is exactly this: developing an app or system idea to create a modern, easy-to-use product centered on customer experience:

Learn everything about the software development process. Download our free e-book.

If we outline the project chronologically, we can say it was divided like this:

• Full alignment between Bradesco’s teams and our development team;
• Analysis of the solution envisioned by the bank, where we discussed what could be optimized and how;
• Definition of a step-by-step action plan, including delivery timelines;
• Presentation of our deliverables throughout the project;
• Testing with segmented audiences to identify bugs and optimization opportunities before releasing the final version for everyone.

The result of all these processes, of course, could not have been better.

A new access method for users and the results of this partnership

After completing tests and optimizations, we launched Bradesco Exclusive Browser. The product interface is fully functional, practical, and resembles other modern browsers.

After launching the new browser, it didn’t take long to reach major results:

• In just over one month, more than 350,000 installations (over 10,000 per day);
• The bank recorded more than HALF A MILLION visits to the page (over 15,000 per day);
• Out of that total, only 1,192 users requested human support, representing less than 1% of all service requests;
• No complaints were registered regarding the New Access Method.

Shortly after these initial results, we reached an even bigger milestone:

We reached more than 1.2 million Bradesco Net Empresa customers per day exclusively with the New Access Method.

The advantages of Bradesco Exclusive Browser also extend to the features of the Bradesco Net Empresa app.

It’s worth noting that Bradesco Net Empresa, developed by X-Apps, was the bank’s first Agile/Scrum project.

And about that experience, who better than the client to comment:

“I delivered the step-by-step installation guide for the new Bradesco Net Empresa app and the entire finance team is already using it. Users praised the app, had no issues installing it, and said it’s even faster to access.”

Hélio Zonta Júnior, Product and Services Manager

About X-Apps

We are a custom systems and app development company. In everyday work, we understand each company’s needs to deliver a modern, practical product focused on customer experience.

With more than 5 years of operations in Brazil and 4 other countries, we serve everyone from small startups to large market players across sectors such as banking and technology.

Visit our website and explore our portfolio.

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