Internal App for employees - mobilCA

MobilCA answers the needs of a modern workplace, where technology supports human interactions, comfort and efficiency at work, and at the same time builds a strong sense of belonging and engagement among staff.

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An analysis of the situation showed that as our staff had switched to hybrid way of working, they were looking for other communication channels, other ways to find information, and other tools for their needs.  A hub of important content, all in one place and easy to access regardless of whether you are working from home or in the office, or travelling by tram – these were the key considerations. In consequence of less interactions during the pandemic due to the lack of physical presence in the office, a need arose to boost integration with the life of the organisation. A tool was needed not only to improve day-to-day-work, but also to strengthen bonds among staff and their engagement in the life of the organisation. This was also confirmed by the results of employee engagement surveys: staff indicated that they needed new tools adequate  and a focus on building a sense of belonging to the organisation. The project was driven by actual needs of our staff, and its goal was to increase employee engagement and satisfaction.

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The MobilCA project was carried out using the Agile methodology, which enabled the project team to be flexible in managing the app development and quickly adapt to changing requirements and needs of employees. Working in two weeks' sprints, the team regularly delivered new functions and iterations based on feedback from users.

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The project team was comprised of people from various areas: developers, UX/UI designers, HR specialists, testers, and members of the Innovation Lab team, which was important from the point of view of the functionality and usefulness of MobilCA.

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Collaboration with the Innovation Lab proved to be of key importance for the implementation of modern solutions, such as a GPT-4.0-based chatbot and a Caller ID system. Thanks to that MobilCA features innovative solutions, which makes it unlike any other of our work tools.

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Aa a result, MobilCA:

• is the first LLM-based mobile app for employees in Poland;

• is an answer to the needs of employees, in line with the strategy of the bank focused on operational efficiency, wellbeing of employees, and their engagement; promotes the Human-Centric approach - engaged and empowered employees working in the interests of customers and towards the delivery of our business strategy;

• contributes to reducing the bank’s carbon footprint by providing easier and faster access to information and - in the future - digital signature for all employees;

• uses the same design system as the app for the bank’s customers – this approach ensures high user experience, which is confirmed by users, and offers the possibility of testing new solutions and migrating features between the apps for different user groups;

• uses LLMs – a chatbot responds to queries about processes and procedures, using Credit Agricole documents.

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We keep on working on new features. Currently, development work on onboarding, OH exercises, and desk reservation is in progress.

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Key results:

o six months after the launch: over 1 800 users;

o the number of employee queries received by HR fell by 50%;

o responses to employee queries are provided faster: here and now compared with within a day;

The project was carried out using the Agile methodology to maximise efficiency.

The UX/UI of the product are based on the same design system that is used for the CA24 Mobile app for customers.

Using the same technology for both apps offers the possibility of testing new solutions and migrating features between the apps.

MobilCA was recognised by the mobile industry and won a Mobile Trends Award in the Mobile-Based Business Solution category.

It is a application created by employees, for employees, which makes it a unique initiative deeply rooted in our organizational culture. It is more than a tool; it is a platform that fosters communication and recognition across the company.

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