The previous Alpha Bank’s web banking platform (online since 2015) was well-accepted by its customers. But the Bank’s digital services was continuously working on new features for its e-banking offering. These features shaped a new service, and one that the existing  interface could not accommodate.

At this point, Alpha Bank asked DDB and our team to redesign the platform. We responded and used business objectives, user data and user testing to deliver a new digital banking experience.

We worked with the business and development team, ideating, testing, iterating and validating our designs with users to design a fresh and scalable interface.

During this process, functionalities were prioritized with two objectives in mind: Making the banking experience seamless for customers and supporting the Bank to achieve its business goals for the channel.

To validate our designs and assumptions, we did extensive user testing  in collaboration with our partner, UX Prodigy.

Given the broad user base for a web banking platform, we ran 6 testing sessions, interviewing  30 people in total. And instead of going for a random sample, we recruited participants based on the diverse usage patterns we had already identified.

The session took place in a controlled environment, where participants felt comfortable. The client was also able to watch the sessions through a one-way mirror. We asked them to complete pre-selected tasks and discussed the experience with them.

The findings provided a clear feedback on areas for improvement but also reassured us that some of our most innovative ideas would be easily accepted by users.