ECOSYSTEM NAVIGATION

PROBLEM

Each service (web or mobile app) of the digital ecosystem had its own look and feel for customer navigation and service menu. There were no cross-service navigation, and the transition between services required re-authentication, which negated cross-sale.

Users could not quickly access account settings and notifications.

The ecosystem was enriched with so many services that it became impossible to navigate between them without getting lost. Users were not targeted to use more benefits from the ecosystem because there were no channels to upsell services.