Case Study
Decluttering and elevating experience design for a B2B banking platform
THE CLIENT
Our client is a large South African specialized bank and asset management company that operates in 14 countries and employs more than 8000 people worldwide.
CHALLENGE
Creating a user-friendly interface to engage and retain clients
Considered a forerunner in people-centric service, our client deployed an online banking portal that missed the mark on user expectations. Known for a diverse range of financial products and services, the bank’s portal lacked the usability and functionality needed to set them apart. The cluttered and complicated user interface was difficult to navigate, causing task abandonment within the portal to skyrocket and impact customer experience.
TRANSFORMATION
Less is more — users require simplicity and minimalization
With help from experienced design experts at Moonraft, a UST company, the banking portal was strategically redesigned and realigned with the institution’s strategic goals and people-first reputation in mind to address the arduous navigation and incomprehensible information design of the platform. Moonraft made quick work of mapping common underlying usage patterns that exposed needed changes, including delivery of custom user experiences based on type, urgency, and task importance.
Further refinements required decoupling front and backend systems to enhance service-oriented approaches to the web, mobile, and tablet touchpoints allowing for optimization without impacting agility and flexibility across devices. The result was a redefined corporate banking portal that supports any incremental additions to functionalities and an added unified API layer that ensures portal capabilities can scale across all touchpoints and channels.
IMPACT
Elevated user experience drives effective banking
The new banking portal improved discoverability of important tasks, optimized relevant information for quick decision-making, prioritized tasks, reduced information overload, and eliminated redundancy of information for clients who included accountants, finance managers, or business owners who manage their company’s finances, process invoices, or initiate and approve payment requests through their corporate accounts. This resulted in improved customer satisfaction and a significant decrease in troubleshooting cost for bank management.
EXPERTISE & RESOURCES
Discover our resources
Learn more about the expertise and resources that helped us achieve success on this project.
Digital Transformation Services | Digital Technology Solutions - UST
User Experience Design Solutions | UX Design Agency - UST
Financial Consulting Services and Transformation Solutions | UST