Universal Merchant Bank (UMB) has officially unveiled its redesigned mobile banking application, the UMB SpeedApp, marking a significant milestone in the bank’s digital transformation agenda.
The revamped SpeedApp reflects UMB’s strategic focus on delivering faster, smarter and more secure banking solutions that align with evolving customer expectations in an increasingly digital financial sector. With the new platform, UMB aims to simplify everyday banking while introducing advanced features that enhance convenience, security and overall customer satisfaction.
The launch of the new SpeedApp underscores UMB’s commitment to leveraging technology to redefine how customers interact with banking services. As digital channels continue to shape financial inclusion and service delivery in Ghana, the bank’s investment in a modern, intuitive mobile platform positions it strongly within the competitive banking sector.
Designed Around Customer Needs
Speaking at the launch, Tubour Ofei-Agyemang, Head of E-Business at UMB, highlighted that the redesign of the SpeedApp was informed by direct customer feedback and practical usage challenges observed with the previous version. According to him, the bank took deliberate steps to address these concerns to ensure a smoother and more responsive user experience.
“We considered the challenges customers had before and we corrected them with the new app. The complaint feature is one of the new features. There is an embedded feature that enables complaints with a 24hr customer service, making it convenient for customers. Aside that the app allows you to add, consolidate and monitor all customer accounts.”
Tubour Ofei-Agyemang
This customer-centered approach ensures that users can manage multiple accounts seamlessly from a single interface, improving visibility and control over their finances. The inclusion of a real-time complaint resolution feature further enhances engagement and trust by ensuring that customer concerns are addressed promptly.
Enhanced Self-Service and Convenience
Beyond account consolidation and customer support, the new SpeedApp introduces expanded self-service capabilities aimed at reducing friction in everyday banking.
One notable feature is the self-service password reset function, which empowers customers to resolve access issues independently without visiting a banking hall or contacting support. “The self-service on password resets is also key, making this app the go-to platform for all customer needs”, he emphasised.
This feature is particularly relevant in a fast-paced digital environment where customers expect instant solutions and uninterrupted access to banking services. By reducing dependency on manual processes, UMB is enhancing efficiency while improving customer satisfaction.
Robust Security Architecture at the Core
Security remains a critical concern in digital banking, and UMB has placed strong emphasis on protecting customer data and transactions within the SpeedApp. Mr. Ofei-Agyemang explained that the application is built on a fortified security architecture that meets industry standards and regulatory requirements.
On SpeedApp’s robust security architecture, Tubour noted that “there are several security features embedded in the app. The biometric features, Personal Identification Number logins and other secured and industry required accessibility layers have been implemented.”
These multiple layers of security ensure that customers can bank with confidence, knowing their information and transactions are protected against emerging cyber threats. The integration of biometric authentication further enhances ease of access while maintaining high security standards.
Seamless Transactions and Improved Navigation
The revamped SpeedApp delivers a streamlined interface with improved navigation that allows users to complete transactions efficiently within a few taps. Customers can enjoy instant fund transfers, easy bill payments, efficient account management and quick access to a broad range of financial services without complexity.
This seamless functionality reflects UMB’s broader goal of making banking more intuitive and accessible, particularly for customers who rely heavily on mobile platforms for their financial needs. By prioritizing speed and simplicity, the bank is reinforcing its promise of delivering modern, customer-centered banking solutions.
Edem Knight-Tay, Head of Corporate Communications at UMB, reaffirmed the bank’s long-standing commitment to innovation and service excellence, noting that the launch of the new SpeedApp aligns with UMB’s core values and heritage.
“We promise customers speed, passion, excellence, ethics and diligence, that is what we stand for. We have served customers with these and more since 1972 and we shall continue to do more.”
Edem Knight-Tay
This statement reflects UMB’s dedication to building on its decades-long legacy while adapting to the demands of a digital-first economy. The SpeedApp relaunch represents not just a technological upgrade, but a reaffirmation of the bank’s mission to consistently deliver value to its customers.
The platform represents a bold step in the bank’s ongoing quest to redefine banking experiences through technology, efficiency and customer focus.
As digital banking adoption accelerates across the country, UMB’s next-generation SpeedApp is poised to play a key role in shaping how customers engage with financial services, reinforcing the bank’s leadership in digital innovation and customer-centric banking.
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