Client
One of the top 10 banks in North America
Project Characteristics
Open card sort, multiple user groups, online tool
Industry
Banking/finance
Project Description
One of the major banks in North America was in the process of redesigning their online portal (post-login) for private and business customers. They had some concerns regarding the information architecture and wanted to see how it could be improved. The User Experience Center facilitated a card sort study to gain a better understanding.
Project Goals
- Understand how users mentally group information on the bank’s online portal.
- Provide suggestions for improving the information architecture.
- Collect data assessing whether the client’s customers sort information differently than other banks’ customers.
Challenges
- Finding business participants who also used the client’s online banking system without compromising sampling methodology.
- Finding an appropriate mix of cards the participants would sort in the study.
Outcome
The User Experience Center provided a set of clear, actionable recommendations to improve the information architecture of the website. The proposed information architecture was shown to be consistent with how users think about and organize banking information and functionality.