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USER EXPERIENCE

Brand Name

ABC Bank

Category

Bank services

Project

Customer Services Form

Project Year

2023

Check the complete documentation here

OVERVIEW

A bank originally target towards medium and big comapanies, that recently started working with general people. In 2021 started structuring it's UX team, and it was when I was hired to act on the Personal team. The following projects were done by my self only.

Previous Layout

This task was inicially to include the form in the existing channel “Talk to your consultant”, and the user would get their response throug phone or e-mail.

Identified Problems:

  • In Portuguese, “Fale com seu Consultor” (talk to your consultant), Consultor is a masculine word while most of the bank’s consultants are women. Besides that, it gave the impression that it would just be a direct channel to talk to someone, and not a space with all customer service channels.
  • The cards from “talk to your consultant” looked like buttons while the two first were just to inform the bank’s phone and e-mail.
  • The feature “Receber uma ligação” (Receive a phone call) was directly activated. If you touched the button, you would automatically request a call, something that could generate accidental requests.

 

Flowcharts

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Lorem ipsum

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Results

Dashboard – APP: Flowchart / Prototype

Dashboard – WEB: Flowchart / Prototype

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