Following on from our multi-channel visioning project for Standard Bank with Microsoft last year, jh-01 has been re-engaged to realise the user experience. The Bank wide roll-out of SAP is creating amazing multi-channel opportunities and a radically new user experience framework is required to encourage behaviour that will unlock the potential in practise. At present the roll out will cover most staff assisted channels (branch, call centre, mobile and back-office) and later will extend to remaining channels such as self-service.
Enterprise IA is one thing but enterprise UX is another. And of course the timelines are just short of insane. Nonetheless we're loving the challenge and working incredibly closely with a client that's brave enough to use the UX process as the basis for the front-end of the roll-out.
Highlights so far: conducting just short of 100 user interviews and observation sessions in one week with a team of 7 individuals as part of our research phase.
For those of you who don't know Standard Bank they're the oldest Bank in South Africa and one of the ‘big four’ in retail Banking. They have a strong international presence though not in the retail space. This project will impact 9 million customers (both personal and business) and over 10 000 staff members. What a rush!
