Simplifying company onboarding for a leading bank in Thailand
Overview
Accenture Song executed a comprehensive redesign project for a leading bank in Thailand. The project focused on a revamp of the corporate banking website's user interface and back-end platform, culminating in an improved experience for both customers and staff.
One key design challenge was simplifying user authorization for banking staff to manage various company users efficiently and effortlessly within the corporate banking platform.
For client confidentiality, all project images, content, and branding have been redacted.
Role
Senior Product Designer
Activities
Oversee discovery research, design sprints, screenflows, user testing, roadmapping
Output
Desktop-only portal
Duration
November 2019 - April 2020
The Process
Heuristics Evaluation and User Testing As-Is Platforms
We began by conducting an audit of the existing corporate banking website and internal platforms, evaluating screens and interactions through heuristic evaluation and user testing.
The findings revealed an overwhelming experience for the banking staff and room for improvement on how to navigate through an extensive list to locate specific functions or services.
Design Sprint
Inspired by the pain point, we used a progressive disclosure approach to reduce cognitive overload and manage information density.
After additional user testing, we discovered that not all privileges were necessary, especially for SME customers with fewer users. This led us to simplify service and product assignments.
Final Designs
The Results
The outcomes were remarkable, as it significantly reduced the time required for banking staff to complete the remaining forms and requirements for customer/company applications.
