A bank that chats with you
Our main insight into our final user experience was that the internet for these people was synonymous with WhatsApp and Facebook. To them, most of the digital interactions happen inside those two apps.
Therefore, we took this insight and asked ourselves: "what if our digital bank talked to the users as if they were in a conversation on WhatsApp?".
This led to our main core user experience that all the interactions would happen as if the bank is having a friendly chat with you. You just need to say what you want to do ("I want to... transfer money / pay a bill / recharge my phone / etc") and the bank would send a question back asking for the next information it needs ("To whom? / What is the amount? / When do you want to do this transaction?").
This main insight, in addition to the core user experience of the app, also guided the brand identity that the visual design team crafted beautifully.