Metrobank - Core Banking Systems

Challenge

COVID-19 exposed critical vulnerabilities in Metrobank's traditional, paper-driven branch operations. Small and medium-sized business owners—the bank's core customers—faced significant delays in essential banking tasks like account opening and transaction processing. The bank needed to rapidly digitize core branch services while maintaining security standards and operational integrity across a complex legacy infrastructure.

Approach

Enterprise systems research and design:

Comprehensive stakeholder mapping - Conducted extensive interviews with branch operations staff, small/medium business owners and their representatives to understand current friction points in the most common and longest branch processes

Cross-functional systems analysis - Collaborated closely with Core Banking, IT, Fraud, and Compliance teams to map technical constraints, security requirements, and operational dependencies across the existing infrastructure

Scalable design system creation - Developed reusable design patterns for customer account creation and management that could scale across different transaction types while accommodating the complex approval workflows of legacy banking systems