Interpix Design

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

Objectives

  • 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 usefulâ„¢ 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."

Success

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 usefulâ„¢ client success story, applying principles in user centered design.

Case Study

case_study_teranet

Discover how we worked with Teranet to reach a new audience