Banking & finance | 2022
Contigo Bank, a leading business banking institute that is in the process of enhancing the business banking experience enabled through improved capabilities, processes, and technology
Banking & finance | 2022
Contigo Bank, a leading business banking institute that is in the process of enhancing the business banking experience enabled through improved capabilities, processes, and technology
Our primary objective was to design a platform that simplified and seamlessly integrated the business banking experience for Contigo Bank's customers. We aimed to create a user-centric platform that would enhance accessibility and functionality.
Taking a humanistic approach, we made understanding the needs of the customer as our primary objective and guiding him through personalized offerings at every step. The game changing factors for the ideal digital banking experience is not restricted to just good design, but rather simplifying, and personalizing the overall banking experience.
We conducted extensive user research to understand the needs and pain points of both potential and existing customers. This research formed the basis for our design decisions.
Pain points for the current banking experience were identified by analyzing user feedback and web analytical data for both; the Public and Secure channels. We identified the following specific user experience issues.
Lack of personalised content for individual visitors.
Difficulty in making informed decisions without calculators.
Limited access to product knowledge.
Inconvenient navigation for potential customers.
Inability to seamlessly transition to the Secure channel.
Complexity in customizing the dashboard.
Challenges in navigating self-servicing options.
Difficulty optimizing and managing documents.
Limited access to information from the Public channel..
Technical issues affecting seamless transitions between channels..
Mapping out the customer experience journey helped us identify touchpoints and streamline the user experience. We ensured that the transition between the Public and Secure channels was intuitive.
We created wireframes to plan the website's structure and functionality, and the visual design prioritized a professional and user-friendly interface.
Rigorous usability testing allowed us to refine the design based on user feedback, ensuring an optimal experience.
Remote testing
Evaluative research
Rigorous usability testing allowed us to refine the design based on user feedback, ensuring an optimal experience.
Remote testing
Evaluative research
The existing flow requires no documents to be uploaded for a transaction.
I can easily pay any beneficiary using the buttons in the favourite panel.
Ideas excite us, and we would love to get cracking with it.
