BBVA (Bancomer) / GLOBAL NETCASH PLATFORM REDESIGN
BBVA Bancomer is the largest bank in Mexico and Latin America, with global ambitions to unify and elevate its corporate digital banking services. The challenge was to create a single, international platform—BBVA Net Cash—that would serve private and corporate clients across different countries while accommodating diverse cultural contexts, user needs, and business processes.
(Strategic Innovation & UX)
Approach
Coordinated a multinational project with 30+ consultants across Insitum offices in Mexico, Argentina, and Colombia.
Conducted 60+ in-depth interviews with corporate clients and internal stakeholders.
Facilitated 10+ co-creation workshops to align on needs, opportunities, and solutions.
Mapped processes, user journeys, and user flows to uncover barriers and inefficiencies.
Designed iterative prototypes (from low-fi mockups to tested flows) to validate with users and stakeholders.
Delivered a unified user segmentation and design framework for the global Net Cash experience.
Impact
Created the first unified global corporate banking platform for BBVA.
Delivered a universal but culturally adaptable user experience.
Improved efficiency, usability, and adoption for corporate clients.
Established a strategic framework for BBVA’s international digital banking expansion.
Key activities
Research & Insight Gathering: 60+ interviews with clients and employees to understand behaviours and barriers. Insight framework and opportunity maps.
Co-Creation & Alignment: 10+ workshops with international stakeholders and users. Shared vision for global online banking.
User Journey & Flow Mapping: Documented end-to-end corporate banking processes across markets. Detailed journey maps and user flows.
Prototyping & Testing: Developed multiple iterations of the Net Cash platform. Interactive prototypes validated across user profiles.
Strategic Framework: Defined a universal digital experience model with cultural adaptability. Segmentation model + design principles for global rollout.
Reflection
This project demonstrated the value of balancing global standardisation with local nuance. By engaging stakeholders and users across different regions, we created a platform that was not only scalable for BBVA but also responsive to diverse cultural and business contexts.
