Online bank for corporate and B2B services
Large commercial bank
Statement generation, payment creation and overview, and the FAQ section were tested.
CUSTOMER CHALLENGES:
- It is difficult for users to carry out some routine bank operations even after appropriate training, especially in the first weeks of use.
- Competitors' websites are more user-friendly.
- The churn rate is growing.
Research participants:
- 50 participants
- 50% clients of the bank
- 50% clients of other banks
Issues IDENTIFIED
The study revealed about 40 serious problems with navigation, report interfaces, document generation, payment forms, etc. A recurring pattern was found where new clients simply forgot to perform specific necessary steps during bill payments.
Another important difficulty was getting the correct account balances as at a specific date: it was necessary to perform a number of actions that new customers forgot to do, resulting in complaints and dissatisfaction. This was revealed during the UX test and confirmed by a survey of the client base.
- The interface was redesigned.
- Three iterations of testing on interactive prototypes were carried out with current and previous clients of the bank, which showed additional areas of improvement.
- A new UI has been implemented for all clients.
Results:
−19%
Customer churn
−35%
Support requests
