Wells Fargo engaged us to co-develop a strategy for achieving a best-in-class online banking experience with user-centered design (UCD). We worked closely with the deeply experienced design team, extending an existing UCD process, evangelized the revised process to a key executives in a traditional change-resistent industry, and piloted and proved its effectiveness on key initiatives.
Our approach identified user-centered tools utilized by many disciplines, integration points across teams, and a soup-to-nuts design process for the unique environment of Wells Fargo’s entire online division – servicing 10’s of millions of customers. Key aspects included analyzing and modeling qualitative and quantitative customer data inputs, developing Wells Fargo-specific methods that yielded tangible design innovation, and a successful program for communicating the UCD process to the entire multi-disciplinary division.
Wells Fargo highlighted some of our unique strengths by partnering closely with their internal design team, and championing the perspective of the end-user inside a traditional enterprise company.