Shaping the Next Generationof Banking Experiences
Across retail, corporate and institutional banking, SCB needed a clearer understanding of customer needs, service gaps and emerging opportunities.
Across multiple projects in Singapore, India and the UAE, Standard Chartered Bank (SCB) engaged CraigWalker to address challenges spanning wealth management, family banking, corporate banking, financial markets, digital identity and healthcare. From affluent investors and families to corporate clients and emerging industry ecosystems, SCB needed a clearer understanding of how people experienced its services, where existing offers were falling short and where new opportunities could be created. Each brief required a different lens, but the consistent challenge was to move beyond internal assumptions and design responses grounded in the realities of each market.
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The project in numbers
6 Key business areas
1Perfect Services FX Platform Launched
30Strategic Plays Unlocked
Where Banking Really Happens
Although each project focused on a different challenge, the design approach remained consistent. CraigWalker combined detailed conversations with contextual research to understand how people experienced banking in the real world. The team met clients where financial decisions actually happened, in homes, workplaces, service environments and bank branches, exploring the practical, emotional and cultural factors that shaped their relationship with money. The work combined interviews, observations, co-design sessions, rapid discovery sprints and live prototype testing. Each engagement also produced practical design tools, helping SCB teams reflect on customer needs, explore new ideas and carry the work forward. Together, these activities transformed customer insight into practical strategies, service concepts and new opportunities for the business.
Clarity, Creativity, Confidence
The work gave SCB a clearer understanding of its customers and a stronger basis for making decisions across products, services and new market opportunities. Insights from the projects shaped investment engagement in Singapore, improved onboarding for S2B NextGen, informed the design of a digital identity service in the UAE and contributed to a new FX platform now in market. In India, the research also helped SCB identify opportunities within the healthcare ecosystem. Across the portfolio, teams gained practical tools, clearer strategic direction and greater confidence to act.
