Sparkasse
What was the problem?
The German bank required support with enhancing their online banking help and contact pages, catering to both private and corporate clients. The goal was to enhance self-service capabilities, enabling users to resolve issues more easily without needing to call customer support. It's worth noting that Sparkasse's clientele is diverse, spanning a wide range of customers, private and commercial, with varying needs and challenges.
What was the proposed solution?
The proposed solution was to develop a comprehensive help and service site, enabling users to troubleshoot their issues independently before resorting to calling customer support.
What was the approach?
To achieve a deep understanding of the user needs, it was crucial to assess current best practices and identify common problems encountered by users in online banking. This involved conducting interviews with experts and holding workshops to understand user pain points, determine the necessary content hierarchy, and address stakeholder needs.
The result
The result is a help and contact page designed for both private and business customers. While private customers often encounter more 'traditional' issues, such as wanting to change their address or forgetting their PIN, business customers have more complex concerns. For example, they may need to authorize employees for online banking, handle accounting, or manage taxes.
Building upon these insights, visually similar pages were developed with commonly used digital modules for help and contact pages, such as accordion-style FAQs or cards for quick access to important services. However, they differ in content, leading to the implementation of distinct clusters and contact modules.
