Problem: The Bank had a large customer base of people living abroad who faced a lot of restrictions and security issues while interacting with the Bank. The Bank wanted to create a website that would cater to the needs of its international customers and provide them with a hassle-free and secure experience.
My Role: As the Principal Designer, my role was to lead a team of Designer, Researchers and Developers to create a website that would be user-friendly, easy to navigate and provide a seamless experience to customers. I was responsible for creating personas, designing user flows and user interfaces, conducting usability testing and ensuring that the final product met the needs of the Bank’s international customers.
Users: The primary users for this website were people living abroad who were customers of the Bank. These users faced a lot of restrictions and security issues while interacting with the Bank due to international regulations. The website was designed to provide these users with a secure and easy-to-use platform to access their accounts and perform transactions.
Process and Iterations: The process started with an initial research phase, where the Company provided me with research done by the Bank to current customers to discover pain points and needs of the user. After creating initial sketches and a low-fi prototype, I requested another round of surveys and primary testing to really understand the user and create the personas.
The European regulations regarding privacy were very strict, so I had to gather the correct information by being meticulous with the research process. I leveraged my experience as a foreigner myself and my network of people studying and working abroad to gather more insights.
After the first phase of low-fi and testing, we moved to the second phase of hi-fi and testing, followed by the final design. I requested a preliminary launch to a selected group of users before the official launch of the app for all customers.
Design Solution: The website was designed with a user-centric approach, keeping in mind the needs and pain points of international customers. We designed a platform that was easy to navigate, with clear call-to-action buttons and a simple user interface. We made sure that the website was fully responsive, accessible, and complied with international security standards.
Results: The Bank’s international customers now had a user-friendly, secure and easy-to-use platform to access their accounts and perform transactions. The website received positive feedback from users during the preliminary launch, and it helped the Bank to attract and retain more international customers.
