Ipoteka Bank OTP Group is actively implementing digital technologies to make banking services more convenient and accessible for clients. Ilyas Mirmanov, the Director of the Omnichannel Development Division at Ipoteka Bank OTP Group, shares insights on the process of developing mobile applications, what drives their creation, and the role of U-BSS.

How is the implementation of innovations and technologies, including mobile banking, transforming the strategy of Ipoteka Bank OTP Group?

Innovation and automation are key directions in our strategy. We focus on providing maximum comfort for our clients and improving business processes to achieve high efficiency.

What key trends in mobile banking applications are relevant today, and what can we expect in the future?

As an IT specialist and banker, I can say that much depends on both technical and financial factors. However, the main driver of innovation is the clients. In the Uzbekistan market, people expect banks to be accessible anytime and anywhere. They want banking services to be available at the touch of a button on their smartphones and integrated into their daily lives. This means that mobile development is more relevant and important than ever. Therefore, banks will continue to actively develop digital channels to ensure maximum convenience and meet client expectations.

The main trend is the development of daily banking, which includes basic operations: transfers, payments, utility payments, and purchases on marketplaces. These aren’t always complex technologies, but these functions are in high demand right now. Functionality, convenience, and service quality will be crucial factors defining the future of mobile applications. Client loyalty and ease of use are key elements that will shape this future.

Why did you choose U-BSS as your partner for mobile application development?

We selected U-BSS because they have extensive experience in remote banking services, are open to collaboration, and are ready to build long-term partnerships. Their solutions, such as voice robots, chatbots, speech analytics, automated outbound calls, and knowledge bases, are already implemented in the largest banks in Uzbekistan.

We began working together not only due to their high level of expertise in remote banking systems (RBS) and speech technologies, but also because the U-BSS development and implementation team is based in Tashkent, making collaboration efficient and convenient.

What key features were implemented in the first release of the mobile application?

In the first release of the mobile bank, we focused on simple navigation, a clean and consistent interface design, and a set of features that clients demand the most. These include managing card accounts, receiving statements, transfers, and bill payments. Our goal is to create a stable and user-friendly tool for daily use.

How long does the testing and release process for the application take? Does your team have a specific approach?

The development time depends on the scope of work and usually ranges from one to three months. We adhere to a phased implementation strategy: we do not accumulate modifications but release them as they are ready. This approach allows us to respond quickly to market demands. On average, we make 6-8 releases per year.

Are you planning to expand the functionality of the mobile application?

We have many plans. Recently, we launched the ability to pay utility bills within the mobile application. In the near future, we are preparing to offer new credit products that will be fully available in digital format. Additionally, we will continue to develop the current functionality to make daily banking even more convenient and understandable for users. We also plan improvements in managing deposit accounts to make this process as comfortable as possible for clients.

What role did U-BSS play in your project? How was the collaboration organized?

Our collaboration with U-BSS evolved alongside the bank's overall transformation. Initially, it was a classic approach: a client and a contractor. The bank ordered a product or service, and the partners handled its development, testing, and implementation entirely. Even the rollout of functionality for the client was solely managed by the partners.

Over time, especially after the bank was acquired by the Hungarian OTP Group, we transitioned to a hybrid format. Now, some products and functionalities are developed by partners, while others are created internally at the bank. Testing is also divided: some aspects remain with the partners, but testing of internal services and updates occurs directly within the bank.

After internal testing, we decide on the rollout of functionality for clients, and this stage is now fully managed by us. Thus, we have achieved a symbiosis where each party contributes to the overall process.

Have there been instances of emergency updates to the application due to external factors?

One example is the implementation of the access recovery feature via biometrics. Here, it’s more about regulatory requirements than market demand, which required a prompt response. At the same time, when it comes to functionality and new services for clients, we adhere to a systematic approach: we carefully prepare, test, and only then launch the service to ensure it is not only functional but also reliable.

How does analytics help you optimize the application and business processes?

We recently implemented a mobile analytics system. Now we can understand more quickly and accurately how clients interact with our application—what services they use most frequently, as well as which business processes they encounter difficulties with. This allows us to effectively identify problem areas and optimize them to enhance user experience.

What security measures are in place in your application?

It is crucial to comply with all regulatory requirements. All data exchanges between the client's mobile device and the bank's server occur exclusively through encrypted channels. This ensures that no malicious actors can intervene or affect transactions.

Additionally, to enhance security, we have implemented a "trusted device" system. This allows clients to undergo additional identification when changing devices, ensuring the protection of their data and transactions.

How do user experience studies influence application improvement?

We conducted a UI/UX audit of our application with the help of a specialized company. Based on their methodology, a report was prepared that we use as a guideline for optimizing our services. In the future, we plan to adopt a research-oriented approach when developing client journeys and pathways for new products and services, to better account for the needs and expectations of our clients.

Is there a plan to create an ecosystem with partners and additional services?

We plan to develop both internal banking services by integrating new products and forming partnership agreements. This includes collaborations with telecommunications companies and organizations from the non-financial sector. Our goal is to be as close to the client as possible and provide precisely the services they need at any given moment.

Contacts for Ipoteka Bank:

  • Phone: (+998) 78-150-11-22, 1233.
  • E-mail: [email protected]
  • Website: ipotekabank.uz
  • Facebook: fb.com/ipotekabankofficial
  • Instagram: @ipotekabank.uz
  • Telegram: t.me/ipotekabankofficial
  • Youtube: @ipotekabankofficial
  • Linkedin: ipotekabankofficial

Contacts for U-BSS:

  • Phone: (+998) 97−155−00−27.
  • Website: ubssys.uz
  • Telegram: t.me/ubssys

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