Al Rajhi Bank - Digital Channels (Web & Mobile)

At Mirum Agency, I was responsible for all digital channel products for Al Rajhi Bank – one of two banking clients I led alongside First Abu Dhabi Bank. The scope spanned both web and mobile, personal and corporate banking, across three markets: Saudi Arabia, Kuwait, and Jordan, each running on a shared platform with its own market configuration.

Al Rajhi Bank needed to promote a unified banking concept across markets that had grown their digital products somewhat independently, while still surfacing each market's own products, currencies, and regulatory detail. Complex journeys, like pre-approval for a mortgage, needed to be mapped and simplified end to end, and every new product page, comparison tool, or mobile payment flow had to be validated with research before it shipped.

I was part of every stage of each project – from initial client stakeholder workshops and requirements gathering, through qualitative and quantitative research (card sorting, focus groups, local usability testing), to end-to-end UX delivery, UI, and developmental support. That research fed directly into the IA and task flows: for example, mapping the ARB Mortgages pre-purchase journey across Awareness, Research, Intent, and Commitment stages to identify exactly what each customer needed at each step, from map-based property discovery through to post-approval relationship management.

On the delivery side, I produced high-fidelity wireframes and prototypes covering full application flows – personal and corporate banking web (account and card products, side-by-side comparison tools) and mobile payments (scan-to-pay, tap-to-pay, wallet QR, mobile recharge, split bill) – then ran client walkthrough sessions to get each flow reviewed, refined, and signed off.

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