Staff Banking Study

PROBLEM: The Staff Banking team needed to address a critical problem found through analytics – more than 60% of employee salaries were being transferred out of company accounts after disbursement. FAB executives wanted to understand why and so they could take steps to prevent the loss of millions of dollars leaving the bank monthly. SOLUTION: Conduct in-depth interviews to understand the reasons behind the money transfers and use those insights to create and deploy a survey for broader quantitative validation / understanding.

Prototype Video USABILITY REPORT

PROJECT FEATURED

EmpATHIZE

DEFINE

IDEATE

PROTOTYPE

TEST

ROLES

Core Team:

Junior UX Researcher, Junior Market Researcher, Research Facilitator

Business Stakeholders:

SVP of Staff Banking, Director of Change Management, VP of Business Management

My Role:

Head of Research

My Duties:

Led scoping discussions with business stakeholders; outlined and approved research plans, managed research team throughout the project including recruitment, data collection, and report generation. Traveled with the research team to business headquarters to deliver findings deck to top executives.

PROCESS

Discovery and Define Phase:

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Design, Development, and Test Phase:

OUTCOMES

Based on the research findings, Staff Banking senior leadership collaborated with Marketing to launch a campaign to inform employees about their accounts, reducing fear and uncertainty. They also introduced a new savings account with higher interest rates, approved by the CEO. The leadership redesigned the process, and after 8 months, salary transfers were reduced by 20%. Due to its impact on various business decisions and strategies, this work led to additional research program requests from other departments, such as Marketing and Product.