Client
Santander
Contribute
Content strategy
User Experience Design
The client is an international bank seeking for a dynamic solution to engage its employees to attain more competitiveness and better performance. The aim of the project is to provide an easy and playful way for employees to learn and use the quality norms (bank’s documentation for quality) while providing access to bank clients’ complaints and solving them using one single platform.
Process
1. Discover
→ Gathered relevant data around analytics, products and user profiles.
2. Ideate
→ Setup and lead of workshops involving key stakeholders.
3. Evolve
→ Acted as Experience stakeholder on agencies rounds for asset creation.
4. Iterate
→ Created testing hypothesis based on available traffic data.
Solutions and results
In order to engage employees, the solution needed to integrate concepts from gamification while presenting information in a meaningful and interesting way.
By creating a system of ranking points and involving users in a monthly quiz challenge about quality norms, we could connect users and create a more competitive environment while providing at the same time the organizational tools to effectively resolve and measure clients’ complaints.
— Detailed view
User Experience: Business Analytics
DESIGN CHALLENGE
The first challenge of this project was how to condense so much and varied information on the Dashboard. The Client had dozens of different business metrics they wanted to use. The portal should be joyful to use yet provide essential metrics and operative tools.
SOLUTION AND RESULTS
To deal with data complexity, the Dashboard incorporated Business Analytics elements such as the KPI (Key Performance Indicator) indicator (highlight 1). With such elements the user can more easily make sense out of information, and position him/herself according to defined parameters.
Bank employees are responsible for their clients’ complaints, and have internal tools to deal with clients’ cases. The second highlight shows a pie chart with two levels, where is possible to perceive if the employee is either responsible, not responsible or if the client was right. The two levels allow an instant comparison.
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