The vision
Context
The Products and Tools section was first launched in 2022, and had largely been left untouched since its introduction. With the organisation’s shift towards Agile, this project provided us with an opportunity to implement a content management system. Our goal was to allow for updates outside of scheduled release cycles, so that content changes could be made when required, and to enable teams to run test and learn activities.
The redesign allowed us to set the stage for future customer personalisation. Namely the ability to use our analytics software to deliver a curated Products hub: a list of products and articles unique to each customer, depending on how they bank with us and use the app. This is the first phase of an ongoing personalisation initiative.
Problems to address
The main problems we aimed to address in this redesign were to:
- improve discoverability of the current account features and other products - our data showed that the single column layout gave all items above the fold an unfair advantage
- make categorisation or products and tools clearer
- make entry points into products more purposeful
- provide the business with the means to respond faster to app defects, regulatory changes, and internal marketing campaigns
- reduce the cost to the business with updating and maintaining this section of the app
- address gaps in our analytics - due to tech debt, we had no way of measuring how users interacted with Product and Tools and most importantly, where they dropped out of journeys