Itaú Private Bank
Redefining Banking Experience
Project context
In today's dynamic digital environment, financial institutions face mounting demands to deliver effortless and intuitive digital banking services. Our project was geared towards modernizing the account opening process within the private segment while enhancing the overall website experience by enriching customer information access. This endeavor was a collaboration of diverse teams orchestrated through the scrum methodology, including design, product management, development, analytics, and QA.
Problem statement
Amidst the pandemic, the private sector encountered unparalleled hurdles. Evolving consumer behaviors spurred a notable surge in the need for digital remedies. As mobility limitations and lockdowns reverberated through the global economy, the sector grappled with plummeting business volumes and dwindling website user retention, necessitating urgent innovation and adaptation.
In this arduous backdrop, enhancing the digital experience emerged as a paramount imperative, mandating the integration of fresh strategies and technologies for segment digitalization.
The primary challenges identified encompassed:
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Poor User Retention: Many users swiftly abandoned the website, resulting in a notably low retention rate.
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Lack of Qualified Prospects: The website could not accommodate account opening requests from potential customers via digital channels.
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Overly Institutional Approach: The website's content was excessively focused on institutional details, neglecting user needs and leading to confusion among visitors.
Project goals
In this project, our core aims were to:
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Reduce Bounce Rate: Enhance user retention by 20% within three months.
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Boost Prospecting: Augment the number of prospective account openings.
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Enhance Monthly Access: Craft a unified, brand-aligned design embodying the bank's identity.
Throughout this case study, I'll guide you through our user-centric design journey, from research and brainstorming to implementing the final solution and the quantifiable results achieved.