NB: Confidentiality agreements prevent us from naming this client.

Brief

"Help us create a world-class online banking application for our elite customer base."

Our client is the wealth management division of a global banking group, formed to bring together all products and services for high net worth individuals and corporations under one brand.

Following the successful launch of their Wealth Portal in November 2007, the next challenge was to consolidate and refine their online banking service, rolling this out to new audiences, including Private Banking clients. This was a major project and we were included as the custodians of the user experience and interface design. Our brief was to:

• Create the user interface design for the new banking application
• Conduct usability testing to ensure the effectiveness of key user journeys
• Amend copy from the previous banking application to suit the new application and its audiences
• Develop online demos for the service

A key challenge was to ensure that the interface would appeal to both retail and corporate users with very different needs and usage patterns.  It was also important that the application incorporate the new branding that had been developed for the Wealth Portal.

Strategy/Execution

We employed a rigorous user-centred design process in order to refine the interface designs for the application. We began with in-depth interviews with users of the existing application, and analysed key user journeys, such as login, registration, balance and transaction history queries, and the navigation structure that supported these. In total, over 3000 customers and staff participated in this iterative design process.

A key design attribute of the client’s brand is its bold use of white text on black backgrounds. This presented a significant challenge when it came to designing the application as dark backgrounds can impede usability, especially in function-heavy applications such as banking.

To address this issue, we developed a sophisticated design that carefully manipulated the colour palette to create a lighter look and feel. This ensured that the application met exacting usability and accessibility standards (DDA Level 2) while remaining true to the brand’s visual identity.

To deliver our designs within the project’s timing and budget restrictions, we conducted a thorough analysis of every screen in the new application – more than 300 in total – to identify the similarities and differences that existed between each. From this, we developed 20 all-encompassing wireframes and design templates from which the IT team could build every screen in the application. We produced all interface code (HTML/CSS) for the project, working closely with the IT team to ensure effective integration. This collaboration has established a strong partnership between us and client’s IT division, which has now extended into further projects.

We also designed, scripted and developed three online Flash demos for the new application, each of which was tailored to a specific user group.

Results

The new online banking application was launched in 2009, with a sophisticated visual identity that is both on brand and highly usable. User feedback has been excellent. The modular designs and online developer tool kit will allow the client to add functionality and content to the application in the future with little or no need for further interface design or development.