Four years after the launch of beta version of the enterprise application the bank was planning to revamp their entire platform. It was to conduct extensive user research aimed at understanding the main problems the users (bank employee) were that time facing.
1) To find the main pain points.
2) Validate the need for the new services the bank planned and explore the different ways they could be offered.
There was a team of 40+ UX designers & researchers but we were all individual contributor in our respective modules and we also worked closely with different members of each team, as well as Project Managers, who facilitated the available quantitative data and gave us an overview of their goals for the product.
Users of CMS and the entire application are limited and restricted. And because of that, all most every situation was certain.
The kick-off meeting served to establish the scope and objectives of the project. Following this, we had a series of stakeholder interviews to better understand the context of the project. We interviewed the CEO, the Head of Marketing, and the Head of Product, who provided us with their understanding of the market and long-term vision for the bank. On top of that, the Business Owner provided information on technical limitations and design restrictions, while sales and customer support employees shared the knowledge, they had accumulated on interacting with the beta application as end-users.
We had our kick-off meeting. We collected materials from the previous researches, such as personas, jobs to be done, and usability tests.
In order to better understand where potential pain points were likely to arise, we ran workshops for each segment with the teams, ultimately mapping out the user journey.
A research plan was created with the objectives and the research questions. In total, 500+ interviews and usability tests were conducted.
At first, we kept our designer ego aside. We had no taste-choice-option. All that only interviewers had authority to possess.
Our research suggested that the major problem for bank employees trying to view all the necessary data on clicks.
In the second part of our sessions, we gave our participants a few tasks in order to test the usability of the beta application. This was the point where we uncovered the problems that were mostly design-related. All the findings were collected, processed, and presented to Business owner.
1) Bank gives values to the customers’ time. A single second extra spent on getting information or transactions is a loss to both.
2) Can never leave the sales and support employees confused to finish a task.
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User Flow
Inside CMS a total of 300+ pages are there. Only (Search > Loan >) Loan Master is explored.
Functional testing is important. But how the application looks in addition to how it works is also important. Often times, the UI of an application can pass a functional test, while design elements that are visually defective can go under the radar. Visual bugs can be annoying or unpleasant to users, but they can go beyond inconvenience to be more severe. In fact, visual inconsistencies can affect the user journey in a way that makes it difficult or even impossible to complete their intended actions even though the test is functionally proficient.
Every page, every element was checked one for one in different operating systems and devices. Uniformity and look & feel verified. On finding of any design issue, development team was requested to make changes and returned us a newer copy. This loop continued till 100% accuracy reached. Related production redlines and mockups are always suggested to them.
New & Imaginative Ideas. View things in new ways. Generate new possibilities and alternatives. Solution is guaranteed.
People talk a lot about and I do it, that make my Client feel proud. It makes the Brand easier to remember and for longer time.
It turns a very ordinary thing into more Attractive one. Kind of a magic it works like but not an illusion.