Overview
Industry
Finance
Region
Global
Company Size
1.5K-3K
Featured Solution
AEM Forms
About the Client
The customer is a leading private sector financial institution offering a wide range of banking and financial services. Its portfolio spans retail banking, corporate banking, lending, payments, and wealth management. Large transaction volumes move through its platforms each day. To support this demand, they continue to invest in modern infrastructure, data systems, and digital channels.
When Slow Forms Start Costing Customer Trust
Digital journeys in banking are built on speed and precision. A delay of even a few seconds can disrupt intent, especially when customers are completing critical actions like onboarding and applications.
That friction had started to show for this institution.
Form submissions were taking longer than expected, which created interruptions in the user experience. At the same time, inconsistent form tracking hindered a clear view of how users interacted in their journeys.
What should have been a smooth conversion path began to feel like a bottleneck.
The Challenge: Performance Bottlenecks and Limited Visibility
As form usage scaled, underlying inefficiencies became harder to ignore:
Slower Customer Interactions
Delays in form submissions impacted user experience and completion rates.
Inconsistent Tracking
Gaps in form tracking made it difficult to capture accurate engagement data.
Tightly Coupled Architecture
Existing implementations lacked flexibility and slowed down enhancements.
Limited Behavioral Insights
Without reliable data, understanding customer journeys remained a challenge.
The Solution: Building an Edge-Optimized Form Experience
To address these challenges, a structured transformation approach was implemented. Here are the solutions Team Grazitti provided:
- Redesigned Forms with a Modular Approach
- Developed Adaptive Forms using reusable components, along with dynamic rules, validations, and conditional logic to support complex user interactions.
- Transitioned to Edge Delivery Services (EDS)
- Enabled the shift from traditional Adaptive Forms to EDS-based forms. This helped improve rendering speed and align form delivery with an API-first architecture.
- Strengthened API-Led Integrations
- Built REST APIs and wrappers to manage data exchange. We implemented secure servlets to connect with Master Data Management systems, ensuring smooth data flow through request transformation and response mapping.
- Enabled Seamless Backend Connectivity
- Configured Form Data Models (FDM) using Swagger-based APIs. This helped support real-time, bidirectional data exchange between AEM Forms and enterprise systems.
- Ensured Code Quality and Reliability
- Performed unit testing using JUnit and AEM Mocks, resolved code quality issues, and supported SIT and UAT cycles to ensure stable performance.
- Validated End-to-End Experiences
- Worked closely with frontend and QA teams to test API responses, field behavior, and user journeys for consistent and reliable deployments.
The Impact: Faster Journeys, Stronger Foundations
With an Edge-optimized architecture in place, the customer transformed how forms perform across digital touchpoints.
Customer onboarding journeys became noticeably faster, eliminating friction during critical interactions. The new framework also improved system responsiveness by reducing dependencies on backend-heavy processes.
At the same time, improved tracking and logging brought greater visibility into user behavior. All this enabled teams to better understand and refine digital experiences.
Highlights
Faster Customer Onboarding
Seamless MDM Integrations
Future-Ready EDS-Based Form Delivery
Efficient Customer Journey Tracking with ELK Logging
Conclusion
Modernizing form infrastructure helped the customer move from reactive fixes to a more resilient and scalable setup.
With improved performance and better visibility, the foundation is now in place to support evolving digital journeys.
Testimonials
Our Partners
Reimagine Form Infrastructure and Digital Journeys for Improved Customer Engagement.
