Customer Experience

Enhancing a Website to Drive Client Engagement

Business Goals

To evaluate the beta version of a new website for a leading financial services firm with millions of client relationships. Our client was making a considerable investment in the new website and conducted usability research to inform the final development of the site.

Approach

One-on-one, in-person usability sessions with clients.

Evaluation of design and layout, navigation, language, icons and the overall user experience.

Impact

While the new site was evaluated favorably relative to the current site, respondents identified numerous opportunities to improve the user experience. We provided our client with a two-part report: first, a strategic assessment of the site at its current stage and, secondly, a detailed listing of recommended changes on a screen-by-screen basis.