I was brought in to lead the designs to significantly improve the existing statements and documents (S&D) centre and the statements and documents preferences centre within Online Banking, and subsequently the app.
In addition to this, I was tasked with working with the Paperless strategy team to develop designs that worked with their approach to encouraging customers to go Paperless.
A significant challenge within the S&D work was to create such impactful changes without adding excessive technical changes.
To achieve this, rather than build brand new features for the section, I looked at existing functionality within other areas of the existing Online Banking site that could benefit us as well. I then utilised that within S&D, bringing together great features from elsewhere to enhance our user experience in S&D. This made a huge difference whilst adding very little additional development, saving us time and cost.
With the vast majority of users now using their mobile apps to bank with, people's relationship with statements has started to change quite significantly. This brought an interesting element to the enhancements of this section of the site. Through user research and testing I was able to determine what users wanted and expected from this page now and more importantly their reasons for visiting this page now and in the future. This meant I could create key user requirements around what features had to be in there in order to create truly effective enhancements.
