A bank's public website redesigned in 3 months

Leading a major local bank’s public website's redesign

Erste Bank website

ROLE

Lead Product Designer

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People management

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Project scoping

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Project planning

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Stakeholder management

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Design management

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Research design

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Field research

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Workshop design

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Workshop facilitation

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Prototyping and testing

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Presenting and documenting work

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EMPLOYER

As a solo consultant in partnership with

Why Partners

Digital product design, branding and communication agency

Client

Erste Bank Hungary

Erste Bank Hungary is part of Erste Group, one of the largest financial services providers in Central and Eastern Europe serving 15.7 million clients in over 2,700 branches in seven countries

Challenge

Erste Bank’s international HQ launched a new design system, which required the complete redesign of their website.

People

I led Why Partner's senior team of UX Designers, Art Directors and Copywriters.

Results

Despite the 3 months deadline the project was finished on time. Our core design ideas (simple product pages, a knowledge base, self-care push) made it to the final product, and were adopted by customers based on our KPIs.

Process

While the aesthetics and functional blocks were set by the design system, after the scoping workshop, we saw that there were plenty of room to take other strategic goals and industry trends into account:

Simplified product pages delivered clear messages about the bank’s offerings.
A knowledge base made content governance more sustainable, kept product pages light and focussed and paved the way for a future chatbot, and a unified sales- / customer support system.
Involving the Call Center in the design process provided customer insights, improved content quality and ensured good governance later on.
Online self-care options were offered in-context and with consistent presentation to channel low-value transactions away from CC and the stores.