RESEARCH - ANALYSIS - DESIGN
ABOUT NEDBANK
Nedbank is a reputed bank in South Africa with 2000+ branches in 39 countries with a client base of more than six million.
Its branch and call centre employees work in full pace to resolve the high volume of service requests and queries from their customer base.
Its branch and call centre employees work in full pace to resolve the high volume of service requests and queries from their customer base.
TARGET GROUP
Nedbank branch and call centre staff members.
THE PROBLEM STATEMENT
The application (old banking platform) was a legacy system, which included paper work, hard to use, difficult to maintain, non-scalable, the interaction was difficult, operated using the keyboard and the bank staff had to manually log cases across several internal departments.
During our research we also observed that to provide a single service the user had to toggle between multiple windows/applications to access data or log cases across several departments such as fraud, forex, legal etc.
During our research we also observed that to provide a single service the user had to toggle between multiple windows/applications to access data or log cases across several departments such as fraud, forex, legal etc.
MY APPROACH
Our solution was to design a new digital solution that would be simple, save time and should ensure that the cases were registered with departments such as fraud and forex digitally.
Key activities performed
• Understand the business goals
• Understand users and user expectations
• Explore the existing user interface on banking platform
• User research (Persona creation, User Interviews, Focus group discussions)
• Customer Journey Mapping
• Prototyping
• Interaction design
• User testing and modifications
• Understand the business goals
• Understand users and user expectations
• Explore the existing user interface on banking platform
• User research (Persona creation, User Interviews, Focus group discussions)
• Customer Journey Mapping
• Prototyping
• Interaction design
• User testing and modifications
UX METRICS
To invoke faith and confidence among stakeholders who seemed to lack trust in the overall UX strategies, we planned to measure the impact of digital by mapping the business goals by concrete User Experience metrics.
Example of a calculated ROI for a major UX matrix
Data gathering
UX ACTIVITIES PERFORMED
Some examples of UX activities performed while working onsite
User interview
Card sorting
User Persona’s
In this case, we were already in touch with the users (i.e. the bank staff members), so we created User Persona’s based on the data we collected during user interviews and JAD sessions. Persona’s were created based on 2 different user groups (Branch & Call centre staff) . We tried to capture the pain points and recommendations from all the activities they do now.
Prototypes
Our initial flow was ready, but it required to have buy-in’s from our stakeholders and our business.
It was also important to check, if it was feasible from a development perspective, like if the backend would feed-in all the data, it required to function as expected from the suggested flow.
Moreover I was very keen to check how the users interact with the flow and if it was making any sense for them.
I think Prototype is the best tool to solve all the above dependencies and to take everybody into an agreement to proceed.
It was also important to check, if it was feasible from a development perspective, like if the backend would feed-in all the data, it required to function as expected from the suggested flow.
Moreover I was very keen to check how the users interact with the flow and if it was making any sense for them.
I think Prototype is the best tool to solve all the above dependencies and to take everybody into an agreement to proceed.
User testing
I created prototypes in In-vision and shared clickable link to give an experience for the flow. Since we were working for the bank, it was quiet easier for me to access with the staff members and validate the flows I did.
We usually used to test with minimum of 5 users and max upto 7 users from the bank staff. I made every attempt to choose users of different age groups and with variety of experience, this helped me to cover a larger segment.
I also used tools to record audio and screen interactions to capture all the details.
We usually used to test with minimum of 5 users and max upto 7 users from the bank staff. I made every attempt to choose users of different age groups and with variety of experience, this helped me to cover a larger segment.
I also used tools to record audio and screen interactions to capture all the details.
UT feedback and revisions
From the User Testing experience in Nedbank, I learned that Observations did hold greater value than that of an actual user feedback and comments. Reporting the observations and creating reports too was part of my job profile.
In the user testing for “Use card overseas”, I found a lot of valuable feedback from the entry point perspective, affordance perspective and understood which data was important for the users to make decisions.
The testing results also works as an evidence in the business meetings where it was required to provide valuable user feedback.
The changes were made and it tested 100% in the next testing.
In the user testing for “Use card overseas”, I found a lot of valuable feedback from the entry point perspective, affordance perspective and understood which data was important for the users to make decisions.
The testing results also works as an evidence in the business meetings where it was required to provide valuable user feedback.
The changes were made and it tested 100% in the next testing.
BEFORE
Problems
• Old banking system was complex hard to use.
• It required specialized training to use the application.
• Multiple applications/windows were used to deliver a single service to client.
• The old system had codes and improper wordings which were hard to understand.
• It required specialized training to use the application.
• Multiple applications/windows were used to deliver a single service to client.
• The old system had codes and improper wordings which were hard to understand.
AFTER
Solution applied
• User friendly and simple application.
• Ability to deliver a service through single application window.
• Reduced overall time per feature per client.
• Totally paperless application.
• Reduced training cost.
• Ability to deliver a service through single application window.
• Reduced overall time per feature per client.
• Totally paperless application.
• Reduced training cost.
OUTCOME
The stakeholders were happy with the returns on investment, the service which took more than 20 mins earlier would now be done within 5 mins.
So just to check the ROI on the design investments, we did a quick survey and the business was happy to see what the actual users said.
And for me, it was the moment of joy and satisfaction.
So just to check the ROI on the design investments, we did a quick survey and the business was happy to see what the actual users said.
And for me, it was the moment of joy and satisfaction.