Multi-regional, multi-cultural, mutli-lingual, dozens of currencies and exchanges, transfer methods, and full trade and shipping management, this international corporate banking system was an epic project to tackle on a quick turnaround. Working with a wonderful client whose passion for designing a superior customer experience grew as the project progressed, the results exceeded expectations by providing an intuitive experience that removed the previous need of making new users go through weeks of training to master the basics in the system.
An example wireframe from one of the transaction screens for the project. The "three click rule" is never an accurate measure of usability, but in addition to an arduous path to get to the beginning of a task the previous system also did very little to make the user feel like each click was taking them in the right direction due to an awkward navigational taxonomy and very little system feedback. For example, an intra-company transfer went from 5 clicks just to reach the correct transfer screen, then 7 more screens to complete a single transaction. Revising the navigation provided the user with a well defined path that required a single click to arrive to arrive at the transaction page and a simple, progressively disclosed single-screen experience with improved inline validation to help users correctly complete the information required for transaction on their first attempt. The improved informational scent leading users through the task was a significant win.
gLike
International Corporate Enterprise Banking Service

The largest bank in South East Asia was invested in improving the banking experience for their enterprise customers; a considerable ask, as their their customer base ranged from mom-and-pop shops through multinational corporations. Their complex original system required customers to attend a couple weeks of training to use, so a priority goal was quickly set to make the entire platform intuitive enough for a new user to access and transact without needing mandatory training.

After securing a new back end, focus turned to improving the user experience by overhauling the architecture and navigation, tuning the taxonomy to support the audience and region, improving inline validation, and simplifying and optimizing the screens required to support each task.

Fall/Winter 2010

Available
Freelance, Full-time
Rebecca Leckman
Lead User Experience Architect & Strategist Santa Cruz, CA