Case Study
How do you unblock 600K bank accounts?
One of the largest bank in Saudi Arabia. Over time, fragmented policies, siloed departments, and legacy systems created a quiet crisis: hundreds of thousands of accounts frozen for expired ID or incomplete KYC. Trust eroding. Branches overwhelmed.
This wasn't a UX problem.
It was 600,000 customers locked out of their own money problem.
The Problem
97% of freezes are caused by ID expiry or outdated KYC. Not a single event rather a systemic breakdown. Inconsistent governance, poor customer communication and legacy technology across siloed departments unable to keep pace with regulatory change. The question: how do you redesign an experience rooted in regulation, legacy complexity, and customer trust?
The mission
Design a system wide solution that unifies policy, governance and technology around a modular, digital first KYC journey thereby preventing freezes before they happen, enabling instant digital recovery, and embedding resilience into SNB's compliance ecosystem.
The approach.
Redesigning compliance from the inside out. We didn't fix a process. We redesigned the relationship between a bank, its regulators, and 600,000 customers. Unfreezing the system, not just the accounts.
Impact.
Unfreeze
<4,000 ~600K → < 4,000 Frozen accounts reduced by over 99%. Customers back in control of their money.
Truth
Unified single source of truth for all KYC banking policies replacing fragmented governance across 7 departments.
Quickfixes
High impact, low effort quick wins identified and executed.
Programme
New initiatives and projects identified. A transformation roadmap built on capability to deliver that extends well beyond the original brief.
We'd had the big consultancies in before. Gravitas did in months what they couldn't do in years.”
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