The eToken is a secure authentication tool integrated with the BCR Touch 24 banking app, enabling customers to access personal accounts and authorize transactions. This case study focuses on evaluating and redesigning the eToken Activation and Login Journeys, improving user understanding, reducing activation failures, and enhancing the overall user experience.

Metro Cash & Carry operates over 680 large warehouse stores across 24 countries. Each location has unique tax regulations and sales policies, making the checkout process inconsistent and inefficient. Additionally, the outdated cash register system caused long queues, user frustration, and a low comfort level for cashiers.