RBC Financial Group
Easy transition and cost savings with new service platform.
RBC Financial Group, a prominent financial website, requested a usability consultation, specifically a heuristic evaluation and redesign of a critical customer service platform. We helped them reduce costs - and paper. and increase staff efficiency.
"We have over 10,000 satisfied users of Service Platform today." Kathy Cooper Vice President, RBC Business and Information Solutions
- Provide our user experience expertise in the heuristic evaluation and redesign of the domestic branch customer service platform.
- Reduce the cost of processing transactions by eliminating the paper associated with in branch withdrawals, deposits and bill payments.
- Increase the efficiency of front line staff
- Enhance the client experience through improved accuracy and electronic signature capture.
The Interpix Approach
Following our simply useful™ user-centered product process, we created a low fidelity paper model of the bank's re-designed customer service platform. This simple and effective test model was introduced to the bank's customer service representatives (CSR's) at various branches and operations centres. The test involved role-playing between CSR's and "clients."
Interpix delivered a simple, efficient customer service solution that benefited all stakeholders: front line customer service representatives who enjoyed ease of use; bank customers who received an enhanced level of service and importantly, the bank experienced significant cost savings on both platform design and training design.
The re-designed customer service platform was successfully launched with branch staff readily embracing the system's intuitive user interface. CSR's were able to make a seamless transition to the new system, servicing clients easily and confidently on day one of conversion to the new Service Platform.
Another simply useful™ client success story, applying principles in user centered design.