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screenshots of a banking site

Bank Website Redesign

We were tasked to execute on how we can support our aspiration of becoming Africa’s #1 Digital Financial Services Provider by positioning Nedbank as the money experts who do good by creating a content platform that results in improved traffic, engagement, sales, and customer advocacy.

My involvement

coza1.webp

ROLE: Senior Design Lead

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Actively contributing to:

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  • Management of 4 full stack squads

  • Strategy development

  • Design principles

  • Ways of work

  • Migration plan

  • Roadmap management

  • Sprint planning

  • MVP definition

  • User research

  • Journey mapping

  • Information architecture

  • Stakeholder engagement

  • UX design

  • UI design

  • Analytics requirements

  • Reviews and mentorship

  • Brand engagement

  • Legal, risk and compliance

  • CMS authoring and training

  • QA planning and execution

  • Component documentation

  • Ideation workshops

  • Internal workflow design

  • Engineering collaboration and alignment

screenshot of ideation

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Problem Statement

Our web experience was causing dissatisfaction among both the bank and our customers due to our previous approach, technical implementation, and ways of working. This called for a complete overhaul of the site architecture, design, and content management to deliver a superior customer experience.

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The challenge was to establish a program and foster a culture that consistently enhances the web customer experience while driving commercial performance. We needed to build a flexible and scalable architecture supported by a new web operations model encompassing design, content, and technology. Additionally, we aimed to develop a migration strategy that effectively manages risks and expedites commercialization.

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Approach

We drove the change to be design led and data driven​

The biggest change is that everything we do is now decided by user data.​

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For us, being data driven means taking multiple inputs (ideas, hypotheses, competitor analysis, qual and quant data – and insights from various internal and external sources) into a test or live experiment to inform the decision.​

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Face-to-face, human-centered design research is co-created by design and supported by BI and other data points to allow us to test our hypothesis.​

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We changed how we approached journeys

We start with user needs and context, and then use empathy and insights from research to inform our design

by articulating the experience we want to solve for/achieve.

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We used 'Jobs-to-be-done', 'How-might-we's' and clear, proven patterns and templates to achieve our best hypotheses.

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Each journey had pre-defined metrics and measurements, beyond performance to track and iterate on.​​

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3 Strategic Goals made our success possible

Collaborative & democratised digital culture

Culture of systematic experience design

Culture of informed transparency

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Measurement metrics upfront

We used segmentation and JTBD’s that provide the most value in the journey to measure success against.

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Results

R 25 000 000 in programme savings from reusability

1st MVP saw a lead increase from 32% to 68%

72 reusable components

Proven design approach templatized for reuse

Ability to live A/B test and personalize experiences.

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Key learnings

It is critical to involve key stakeholders in the process so that they can have buy-in and pride in the project.

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Define measurements and metrics upfront.

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Approach everything with the concept of scalability

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Base everything on actual needs.

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