Bank By Appointment
Summary: The goal of this project was to enhance the flow of the present appointment scheduling tool and to schedule appointments with Relationship Managers, Bankers and Notary as we had received multiple customer feedbacks to include appointment scheduling with Notary.
My Role: I was the primary UX designer on this project, responsible for user flows,wireframes and prototype.
Project Details: I started off by analyzing the existing flow and making note of the pain points/ improvements to be made and I went through the research documents from old usability tests to gather users feedback on the design. I went through the business requirement document to understand in details about the stakeholders expectations and now I had all the details I needed.
Below is the screenshot of the flow diagram
My Role: I was the primary UX designer on this project, responsible for user flows,wireframes and prototype.
Project Details: I started off by analyzing the existing flow and making note of the pain points/ improvements to be made and I went through the research documents from old usability tests to gather users feedback on the design. I went through the business requirement document to understand in details about the stakeholders expectations and now I had all the details I needed.
Below is the screenshot of the flow diagram
Below is the screenshot of the mobile flow
To improve the flow I started of by removing repetitive steps/ information to make the process look seamless from one step to another.
We wanted to include the specialists as an option for the Everyday banking topic, a topic that handles generic banking needs and the one that is most widely used but unlike other topic where specialist are mandatory it was not the case here.
So I tried some various options to see how we can ask the customers if they need to meet a specialist for the topic chosen.
We wanted to include the specialists as an option for the Everyday banking topic, a topic that handles generic banking needs and the one that is most widely used but unlike other topic where specialist are mandatory it was not the case here.
So I tried some various options to see how we can ask the customers if they need to meet a specialist for the topic chosen.
Then, we settled down on one option as a team and the same idea was used for Online banking design.
The prototype I created was used as the wireframes.
The prototype I created was used as the wireframes.
Tools used:
I used Axure to create all the prototypes.
The Result:
The appointment scheduling increased from 10K to 35K appointments per week and with the latest release the customer satisfaction increased by 14%.
You can check the experience live at https://secure.bankofamerica.com/secure-mycommunications/public/appointments/?marketingCode=NEWHP_ECHMPG
I used Axure to create all the prototypes.
The Result:
The appointment scheduling increased from 10K to 35K appointments per week and with the latest release the customer satisfaction increased by 14%.
You can check the experience live at https://secure.bankofamerica.com/secure-mycommunications/public/appointments/?marketingCode=NEWHP_ECHMPG
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