RESPONSIVE WEB 

TRADING VIEW
UX AUDIT

The client wanted to make sure that their user experience is the best it could be so they wanted to run a UX Audit of their website visited by millions of traders every day. I was responsible for going through their entire user flow and uncovering hidden friction points and areas that could be improved. I was performing the UX audit for 3 weeks in collaboration with Class35. The detailed outcomes are confidential.

SCOPE OF WORK

Service design
Hybrid iPad app UI design
User research
Journey mapping
Usability testing with customers
Usability testing with branch staff
Stakeholders and development management

MAIN KPIs

Increase in accounts opened in branch
Increase awareness of additional products
Decrease time needed from bank staff
Simplify the process of account opening

CLIENT RESULTS

Account opening time was reduced from a standard 60 min, down to only 10mins.

Due to this success the forms were implemented also in ISAs account and even Mortgage applications.

JOURNEY MAPPING

We started the project by mapping out the existing experience and then desired experience.

SKETCHES & WIREFRAMES

After understanding the initial user blockers we started drawing the desired flow.

UI DESIGNS

We wanted to test the ideas as quickly as possible so we have mocked up intial UI to test in branches. 

USER TESTING IN BRANCH

We spent several days user testing the prototype with both customers and the staff.

FINAL LOOK & FEEL

After very successful tests in one branch, Barclays have introduced this solution in more than 300 branches accross the UK.