How would you improve the UBS mobile banking app for former Credit Suisse clients after the migration?

Introduction

In March 2026 UBS announced that it had completed migrating all former Credit Suisse clients onto UBS systems, with the Swiss-booked clients moved last. Hundreds of thousands of Swiss retail and wealth clients who used Credit Suisse Direct, the Credit Suisse app or the digital account CSX now bank through the "UBS & UBS key4" app, UBS e-banking and the UBS Access authentication app. The prompt asks how we would improve the UBS mobile banking experience for these former Credit Suisse clients. The core tension: the migration is technically done, but the relationship is not. Clients who feel lost in the new app are a retention risk at exactly the moment UBS wants to stabilise its Swiss franchise.

Step 1

Clarifying Questions (5 mins)

• What is the main problem: low activation, low engagement, complaints, or attrition?

• Hypothetical answer: Activation is fine because clients had to log in, but engagement among former Credit Suisse clients is 20% lower than among long-standing UBS clients, and support calls are high.
• Impact: We focus on post-migration usability and familiarity rather than first login.

• Which client groups are affected?

• Hypothetical answer: Retail and affluent clients in Switzerland, including former CSX users who were very digital.
• Impact: Segments will differ by digital confidence.

• Are there constraints on changing the app?

• Hypothetical answer: The core app is shared by all UBS clients in Switzerland, so changes must not confuse existing users.
• Impact: We favour personalised layers and onboarding over redesigning core navigation.

• What is the time horizon?

• Hypothetical answer: Six months, before legacy Credit Suisse platforms are fully decommissioned at the end of 2026.

Goal: Make former Credit Suisse clients feel at home in the UBS app within their first 90 days, measured by engagement parity with UBS clients and lower support contacts.