Client
New England-based Regional Bank
Project Characteristics
Expert Review, Visual Design, External limitations
Industry
Banking & Finance
Project Description
This regional bank was receiving a heavy load of customer support calls from customers who had problems using the bank’s website to set up online banking or perform basic banking tasks. The User Experience Center worked closely with the client to identify major usability issues and create a new design that helped make the system easier to use.
Project Goals
- Identify usability issues on key pages of the existing online banking system.
- Create new designs that take into account limited flexibility in the existing system.
- Decrease customer support calls.
Challenges
- Understand which pieces of the existing system could be modified.
- Creating a user-friendly design within the limitations of the system’s framework.
Outcome
The final design contained significant improvements to flows within individual pages, and used visuals in key areas to help direct the users’ attention. As a result, the client was able to achieve both their target business and customer satisfaction goals.