Design Maturity at Scale
Building design capabilities at Guatemala’s largest financial institution
Banco Industrial Guatemala 2020 - 2025
In 2020, Banco Industrial had recognized design as a strategic differentiator for digital transformation, but lacked the systematic approach it needed to scale user-centered practices across their product teams in 3 countries. Design work was fragmented—mostly aesthetic applications applied inconsistently by individual designers without structured processes. The cultural challenge was equally significant: designers functioned as order-takers rather than strategic contributors, with limited agency to propose or justify user-centered decisions, and design was seen as the last stage to make all the business requirements look pretty.
The business challenge was clear: to provide a unified and coherent experience across all digital banking platforms and touchpoints while improving time-to-market for innovative functionalities, but beyond occasional NPS scores, there was no systematic measurement of user perspective or design impact. A comprehensive design maturity strategy was needed to transform isolated design activities into an integrated organizational capability.
Context
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Make it stand out.
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
