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Financial Customer Experience Research & Software Development

Uncover ways to guide your customers’ financial well-being

Customer expectations are evolving rapidly and reshaping all facets of banking and financial services. Gaining a clear understanding of your customers’ diverse needs can help you navigate changes in behavior, keep up with FinTech developments, and deliver superior experiences.

At Highland, we take care of your project from start to finish: beginning with consumer research and strategy, through exceptional UX and UI design, to software application development and launch. We help you understand your customers, learn ways to reinvent your digital service offerings, improve time-to-value, and achieve meaningful digital transformation.

Power up your CX Strategy with our Research Expertise

By uncovering unmet user needs, monitoring software developments in and out of the financial services industry, and evaluating your current customer engagement, we help you zero in on a digital strategy that delivers profit for purpose, deepens customer relationships, and sets the future of finance.

  • Pinpoint key drivers for customer loyalty and satisfaction

  • Recognize users’ desires for more personalized services or self-service options

  • Understand where your innovation initiatives should be focused to grow acquisition and improve retention

  • Locate areas of improvement based on competitive position, customer experience trends, and retail banking trends

  • Validate if new products and services meet important customer needs and expectations

  • Connect research insights with business intelligence to build an innovative omnichannel CX strategy

Build a Modern FinTech Product Design that Performs

From intuitive navigation, through transparent user flow, up to instant feedback and support: a smart UI and UX design can reduce financial stress and build trust in digital finance. With our flexible approach to product design, we guarantee to solve for user pains and your business objectives.

  • Transform research insights, CX trends, and customer data into a customer-centric UX designed digital product

  • Turn your idea into a working prototype to test with users in real-time, ensuring optimal digital customer experiences

  • Conduct design sprints to rapidly explore new concepts or nail important product functionalities

  • Create slick, impressive, financial app UI designs that set you apart as a differentiator

  • Track ROI with design metrics, validating the intended impact for your customers and business

Deliver Reliable, Scalable FinTech Software Solutions

Our custom applications for financial services companies mix cutting-edge technology with user-based research to bring solutions that increase your bottom line and meet the demands of modern digital banking.

  • Attract users with a comprehensive online finance and banking customer experience that fit with their lifestyles

  • Build software that considers multiple user journeys across onboarding, education, and ongoing service

  • Integrate across APIs, verification systems, chatbots, and other apps

  • Use proven testing techniques to guarantee respondents' feedback aligns with your success and performance goals

Services we offer

With 22+ years of experience in the field, we know the challenges and requirements of financial institutions. See what we can do for you.

Design Research

To reach the best ideas and solutions, we first need to learn your users: their perspectives, real-world context, and behaviors.

User Research

We’ll help you identify and solve the right problems by understanding your users (how they think, feel, and act while using your product) to align user goals and business goals.

Market Opportunity Exploration

We assess existing technology solutions, uncover market gaps, and locate opportunities for revenue growth to solidify a strategy that promises long-term digital revolution.

Customer Journey Mapping

Observe and understand the steps users take as they complete hands-on tasks using your product or service over time.

Digital Strategy

Whatever your idea may be, we help you gain clarity on the big picture strategy it must have in order to deliver immersive virtual experiences that are distinct from what exists today.

Digital Experience Design

We design for every touchpoint and interaction, ensuring your customers’ digital experiences are directly integrated with your brand’s promise.

Service Design

From designing new service models to building internal business process efficiencies, we’ll enable you to deliver more desirable, meaningful experiences that bring your brand to life.

Digital Product Design & Development

We design and develop human-centered digital products that create transformative online experiences, streamlined business processes, and stronger customer and employee connections.

Web App Design & Development

Our design and development team craft interactive, beautiful, and performant web applications that are designed to meet the specific needs of your business challenges and users.

Mobile App Design & Development

We develop scalable, reliable mobile applications that create consistent, user-friendly experiences.

SaaS Product Design & Development

We develop solutions that meet intricate business models, serve customers, and allow for flexible design, customization, and scalability.

UX/UI Design

We assess your platform, the market, your intended audience, and your ultimate goals to design layouts and interfaces that are clean, appealing, and deliver outcomes.


Our team uses a wide variety of prototype concepts, allowing you to rapidly test and adjust product ideas and value propositions, as well as detailed components like functionality, messaging, and tone.

Product & Usability Testing

We provide quality assurance, product, and usability testing to ensure excellent performance and flawless user experiences.

API & System Integrations

Whether you’re migrating legacy systems, or connecting critical business systems together (like your CRM, ERP, and ecommerce site), we’re experts in architecting intelligent automation across efficient, unified systems.

Case Studies

Thrivent mobile view with a photo of graduates at the front. White icons overlayed: a clock, dollar sign, degree

Putting a dent in the student debt crisis

Read the case study

Fulfill mobile view of spendable accounts, with a Fulfill spendable debit card in the background, flanked with confetti

Developing a no-nonsense banking app

Read the case study


“Highland challenged us in new ways. They gradually became a strategic partner, because they had a vested interest in the long-term success of the project. They helped us better and shape the product, instead of just doing the design and development that they were hired to do.”
Todd Sipe
President & CEO at Thrivent Federal Credit Union
“I cannot tell you how much I appreciate the Highland partnership. Their team never missed a beat. I couldn’t have been happier with the mindshare they devoted to our products and our users.”
Jennifer Vaillancourt
Manager, Marketing and Curriculum Delivery, Thrivent Student Resources
“They not only complete projects, but they also train team members in best practices for innovation management and development. They’ve been influential in how we orchestrate and conduct our work.”
Entrepreneur in Residence
Finance Organization

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