[Case 03]
IBC Bank: Redefining the Digital Banking Experience - Achieved a 40% increase in user satisfaction
Banking
IBC Bank: Redefining the Digital Banking Experience
Transforming personal, business, and international banking with a user-centered platform that boosted satisfaction by 45% and improved transaction efficiency by 33%.
[Project Overview]
IBC Bank, headquartered in Laredo, Texas, serves communities across Texas and Oklahoma with over 150 branches and a broad suite of financial services, including personal, business, and international banking. The project aimed to modernize the digital banking platform, focusing on usability, accessibility, and visual appeal to better serve a diverse customer base and support both in-branch and online banking needs.
[Problem Statement]
How might we create an intuitive, visually engaging digital banking experience for IBC customers that streamlines everyday transactions, supports complex financial needs, and fosters trust in a digital-first world?
[Industry]
Banking
[My Role]
UX UI Designer
[Platforms]
Desktop and Mobile
[Timeline]
6 months
[Persona]
Carlos Ramirez
Small Business Owner
Carlos runs a family-owned restaurant in San Antonio. He manages both personal and business accounts with IBC Bank, values efficiency, and often juggles multiple banking tasks between work and home.
Age: 42
Location: San Antonio
Tech Proficiency: High
Gender: Male
[Goal]
Quickly access account balances and transaction history for both personal and business accounts.
Easily transfer funds and pay vendors without unnecessary steps.
Find support and information on banking products relevant to growing his business.
[Frustrations]
Confusing navigation between personal and business banking sections.
Slow or cumbersome transaction processes.
Difficulty locating support or answers to specific banking questions.
[Process]
[01] User Research
Conducted interviews with a cross-section of IBC customers, including business owners, retirees, and young professionals.
Analyzed support queries and website analytics to identify common pain points.
Benchmarked digital features against regional and national banking competitors.
[01] User Research
Conducted interviews with a cross-section of IBC customers, including business owners, retirees, and young professionals.
Analyzed support queries and website analytics to identify common pain points.
Benchmarked digital features against regional and national banking competitors.
[02] Insights
Customers want seamless transitions between personal and business banking within a single platform.
Transaction speed and clarity are top priorities for both individual and business users.
Users value a personal touch, even in digital channels, and seek reassurance through accessible support and transparent information.
[02] Insights
Customers want seamless transitions between personal and business banking within a single platform.
Transaction speed and clarity are top priorities for both individual and business users.
Users value a personal touch, even in digital channels, and seek reassurance through accessible support and transparent information.
[03 Design Solution]
Developed a unified dashboard for managing multiple account types, reducing navigation friction.
Streamlined transaction workflows with clear progress indicators and fewer steps, improving efficiency.
Enhanced visual hierarchy and accessibility, making key features and support options easy to find.
[03 Design Solution]
Developed a unified dashboard for managing multiple account types, reducing navigation friction.
Streamlined transaction workflows with clear progress indicators and fewer steps, improving efficiency.
Enhanced visual hierarchy and accessibility, making key features and support options easy to find.
[04] Testing & Iteration
Conducted usability testing with real customers to validate navigation and transaction flows.
Iteratively refined the dashboard and transaction screens based on feedback and observed behaviors.
Collaborated with IBC staff to ensure digital solutions aligned with in-branch processes and customer expectations.
[04] Testing & Iteration
Conducted usability testing with real customers to validate navigation and transaction flows.
Iteratively refined the dashboard and transaction screens based on feedback and observed behaviors.
Collaborated with IBC staff to ensure digital solutions aligned with in-branch processes and customer expectations.
[Outcome]
Achieved a 40% increase in user satisfaction, as measured by post-launch surveys and customer feedback.
Improved transaction efficiency by 20%, reducing average completion times for key tasks.
Noted a significant decrease in support queries related to navigation and transaction issues.
[Case 03]
IBC Bank: Redefining the Digital Banking Experience - Achieved a 40% increase in user satisfaction
Banking
IBC Bank: Redefining the Digital Banking Experience
Transforming personal, business, and international banking with a user-centered platform that boosted satisfaction by 45% and improved transaction efficiency by 33%.
[Project Overview]
IBC Bank, headquartered in Laredo, Texas, serves communities across Texas and Oklahoma with over 150 branches and a broad suite of financial services, including personal, business, and international banking. The project aimed to modernize the digital banking platform, focusing on usability, accessibility, and visual appeal to better serve a diverse customer base and support both in-branch and online banking needs.
[Problem Statement]
How might we create an intuitive, visually engaging digital banking experience for IBC customers that streamlines everyday transactions, supports complex financial needs, and fosters trust in a digital-first world?
[Industry]
Banking
[My Role]
UX UI Designer
[Platforms]
Desktop and Mobile
[Timeline]
6 months
[Persona]
Carlos Ramirez
Small Business Owner
Carlos runs a family-owned restaurant in San Antonio. He manages both personal and business accounts with IBC Bank, values efficiency, and often juggles multiple banking tasks between work and home.
Age: 42
Location: San Antonio
Tech Proficiency: High
Gender: Male
[Goal]
Quickly access account balances and transaction history for both personal and business accounts.
Easily transfer funds and pay vendors without unnecessary steps.
Find support and information on banking products relevant to growing his business.
[Frustrations]
Confusing navigation between personal and business banking sections.
Slow or cumbersome transaction processes.
Difficulty locating support or answers to specific banking questions.
[Process]
[01] User Research
Conducted interviews with a cross-section of IBC customers, including business owners, retirees, and young professionals.
Analyzed support queries and website analytics to identify common pain points.
Benchmarked digital features against regional and national banking competitors.
[01] User Research
Conducted interviews with a cross-section of IBC customers, including business owners, retirees, and young professionals.
Analyzed support queries and website analytics to identify common pain points.
Benchmarked digital features against regional and national banking competitors.
[02] Insights
Customers want seamless transitions between personal and business banking within a single platform.
Transaction speed and clarity are top priorities for both individual and business users.
Users value a personal touch, even in digital channels, and seek reassurance through accessible support and transparent information.
[02] Insights
Customers want seamless transitions between personal and business banking within a single platform.
Transaction speed and clarity are top priorities for both individual and business users.
Users value a personal touch, even in digital channels, and seek reassurance through accessible support and transparent information.
[03 Design Solution]
Developed a unified dashboard for managing multiple account types, reducing navigation friction.
Streamlined transaction workflows with clear progress indicators and fewer steps, improving efficiency.
Enhanced visual hierarchy and accessibility, making key features and support options easy to find.
[03 Design Solution]
Developed a unified dashboard for managing multiple account types, reducing navigation friction.
Streamlined transaction workflows with clear progress indicators and fewer steps, improving efficiency.
Enhanced visual hierarchy and accessibility, making key features and support options easy to find.
[04] Testing & Iteration
Conducted usability testing with real customers to validate navigation and transaction flows.
Iteratively refined the dashboard and transaction screens based on feedback and observed behaviors.
Collaborated with IBC staff to ensure digital solutions aligned with in-branch processes and customer expectations.
[04] Testing & Iteration
Conducted usability testing with real customers to validate navigation and transaction flows.
Iteratively refined the dashboard and transaction screens based on feedback and observed behaviors.
Collaborated with IBC staff to ensure digital solutions aligned with in-branch processes and customer expectations.
[Outcome]
Achieved a 40% increase in user satisfaction, as measured by post-launch surveys and customer feedback.
Improved transaction efficiency by 20%, reducing average completion times for key tasks.
Noted a significant decrease in support queries related to navigation and transaction issues.
[Case 03]
IBC Bank: Redefining the Digital Banking Experience - Achieved a 40% increase in user satisfaction
Banking
IBC Bank: Redefining the Digital Banking Experience
Transforming personal, business, and international banking with a user-centered platform that boosted satisfaction by 45% and improved transaction efficiency by 33%.
[Project Overview]
IBC Bank, headquartered in Laredo, Texas, serves communities across Texas and Oklahoma with over 150 branches and a broad suite of financial services, including personal, business, and international banking. The project aimed to modernize the digital banking platform, focusing on usability, accessibility, and visual appeal to better serve a diverse customer base and support both in-branch and online banking needs.
[Problem Statement]
How might we create an intuitive, visually engaging digital banking experience for IBC customers that streamlines everyday transactions, supports complex financial needs, and fosters trust in a digital-first world?
[Industry]
Banking
[My Role]
UX UI Designer
[Platforms]
Desktop and Mobile
[Timeline]
6 months
[Persona]
Carlos Ramirez
Small Business Owner
Carlos runs a family-owned restaurant in San Antonio. He manages both personal and business accounts with IBC Bank, values efficiency, and often juggles multiple banking tasks between work and home.
Age: 42
Location: San Antonio
Tech Proficiency: High
Gender: Male
[Goal]
Quickly access account balances and transaction history for both personal and business accounts.
Easily transfer funds and pay vendors without unnecessary steps.
Find support and information on banking products relevant to growing his business.
[Frustrations]
Confusing navigation between personal and business banking sections.
Slow or cumbersome transaction processes.
Difficulty locating support or answers to specific banking questions.
[Process]
[01] User Research
Conducted interviews with a cross-section of IBC customers, including business owners, retirees, and young professionals.
Analyzed support queries and website analytics to identify common pain points.
Benchmarked digital features against regional and national banking competitors.
[02] Insights
Customers want seamless transitions between personal and business banking within a single platform.
Transaction speed and clarity are top priorities for both individual and business users.
Users value a personal touch, even in digital channels, and seek reassurance through accessible support and transparent information.
[03 Design Solution]
Developed a unified dashboard for managing multiple account types, reducing navigation friction.
Streamlined transaction workflows with clear progress indicators and fewer steps, improving efficiency.
Enhanced visual hierarchy and accessibility, making key features and support options easy to find.
[04] Testing & Iteration
Conducted usability testing with real customers to validate navigation and transaction flows.
Iteratively refined the dashboard and transaction screens based on feedback and observed behaviors.
Collaborated with IBC staff to ensure digital solutions aligned with in-branch processes and customer expectations.
[Outcome]