Experience Due Diligence for a Swiss Digital Banking Platform

Context

A Swiss financial institution evaluated the potential acquisition of a digital investment and banking platform. As part of a broader technology and product due diligence, the client required an independent evaluation of the platform’s user experience, product maturity, and competitive positioning within the rapidly evolving Swiss fintech landscape.

The objective was to assess the platform’s strengths, identify potential UX risks, and understand how the product compared to leading digital banking solutions.

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My Role

Managing Consultant at Eraneos Switzerland, responsible for leading the UX and Customer Experience evaluation within the due diligence process.

I applied a structured evaluation framework to assess the platform’s usability, product experience, and customer journey maturity. Working alongside technology and strategy experts, I contributed insights that supported the overall investment assessment.

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Approach

The evaluation followed a structured methodology combining UX analysis, journey evaluation, and competitive benchmarking.

The platform experience was analysed across five key lifecycle phases:

• Onboarding & Sign-Up
• Visualisation of financial data
• Core operations (transactions, payments, budgeting)
• Customer support
• Scaling and investment capabilities

For each phase, the platform was evaluated based on usability, feature maturity, interaction quality, and overall experience.

The analysis also included:

• structured UX scoring models
• review of App Store customer feedback
• competitive benchmarking against leading digital banking apps
• identification of product strengths, UX risks, and improvement opportunities

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Key Contributions

• Conducted the UX and customer journey evaluation within the due diligence project
• Applied a structured UX evaluation framework tailored to fintech product assessment
• Analysed the platform across multiple journey phases including onboarding, financial management, and support
• Implmented a competitive benchmarking against major Swiss and international fintech applications
• Identified UX strengths, product gaps, and experience risks relevant to the investment evaluation
• Contributed insights to the overall strategic due diligence assessment

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Impact

The evaluation provided a structured understanding of the platform’s user experience quality, product maturity, and competitive positioning within the Swiss fintech ecosystem.

These insights supported the client in assessing potential opportunities and risks associated with the platform from a product and customer experience perspective.

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Skills Demonstrated

Product Strategy

Experience Strategy

UX Evaluation & Audits

Customer Journey Analysis

Fintech & Digital Banking

Competitive Benchmarking

Strategic Due Diligence

Cross-disciplinary Collaboration

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Due to client confidentiality and NDA restrictions, visual artefacts from this project cannot be publicly shared.

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