User Studies - User research was based around user groupings as defined by the client, as well as groupings defined by usage pattern. For some users, protocols included initial wireframes and screen captures of the existing site pages. Initial research attempted to generate broad usage insights that could drive the site design, while later rounds of research attempted to fine tune and validate ideas.
Biz and Tech - The online banking service forms one of the major banking channels for the retail banking division. The internet channel also offers opportunities to quickly deploy new features for retail banking services. One of the major objectives of the redesign is to address the existing customers of the bank who have NOT been using online banking for various reasons. This is in contrast to the competition, which was attempting to push its online banking as a feature to attract prospective customers.
Usability Audit - Heuristic evaluation of the existing site and peer evaluation of redesigns helped to assess the compliance with commonly accepted usability principles.
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Proto & Testing - Wireframing iterations, based on user insights. Some refinements were tested with select users, to get at the final concept. Eventually functional prototypes with visual design elements were tested, before development started.
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