Challenge
Making digital banking services available to everyone is a key part of our clients global strategy, and an area of intense public need, interest and scrutiny.
The financial sector has struggled with creating accessible products & services and our client wanted to be at the forefront of establishing a culture and practice of empathy to put accessibility at the forefront of its approach.
Expectation
Establishing best practice user experience and accessibility across the planning and development of its digital products and services.
Adoption of strategic design standards across global digital banking products.
An increased speed in getting products to market combined with a reduction in production costs and risk by developing and sharing knowledge and expertise.
Increase in satisfaction scores across key customer groups reflecting revenue and loyalty to the brand.
Solution
We created and delivered a campaign to drive understanding of the need for new approaches by combining interactive storytelling and practical tools for improving ways of working.
We led a multi agency delivery team including specialist accessibility representative groups and accessibility subject matter experts to align and deliver a complex project involving engagement, training and cultural change.
Our vision setting creative work helped to prioritise the messaging and focus business needs around common customer difficulties and operational issues informed by front line UX research.
Impact
The project has been successfully delivered into the deployment pipeline and stakeholders and pilot groups have praised the high production quality and compelling storytelling that unlocks the importance of delivering accessible products and services for all of the banks customers.
Business leaders and users have reported a sea change in ways of working and focus on users of all levels of ability and background.
