Santander’s My Account
Our mission for the My Account was to create a simple, personalized customer experience and reduce customer support phone calls. Our team worked with many parts involved in our project including developers, business VP and most importantly our customer support staff and customers. Below is shortened version of the team’s process and journey into finally getting the product launched.
We observed how the CSR (customer service representatives) worked on various tasks and took notes on painpoints, suggestions, and recorded how they used the interface. For the backend monitoring we used Google Analytics.
Our findings revealed to us areas of the interface that we could improve on. The number of pages and buttons were overwhelming to the user, and 35% of the pages and buttons were unused.
We used card sorting exercises with the users and volunteers to help us create an improved sitemap and flowchart for the system as well as define user personas.
Stakeholders were shown of our mockups and validated with our research and usability testing. Digital assets, styleguides, high-fidelity mockups for the developers to develop.
Iterations and improvements continue onward as we keep monitoring user activity and open to their feedback.