About
Before we start digging into the design process, I would give information about the company. Bank of Georgia is a leading company in terms of loan portfolios, deposits, assets, and stock shares.
Last update on the platform
As you can see, in 2017 the platform was in a ‘rectangular’ shape. The last update was made in 2014 and at that time this version fully met both the standards and the user experience.
Problems
The biggest problems that users faced were:
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Uncategorized information
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High drop-offs
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lowest customer satisfaction
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Bad accessibility
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Inconsistent user interface
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High bounce rate
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No e2e services
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No lead generations
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Low traffic
Frequent surveys have shown that consumers are experiencing these problems more often than ever before
Goals and Strategy
First of all, our goal was to sort out the very large amount of information around the bank. We met individually with all the stakeholders and tried to determine what kind of information would be helpful to the given user through the platform.
The next steps were to plan clearly written quarterly releases to bring the customer a good and up-to-date customer experience, which was further reflected in customer satisfaction, low bounce rates, as well as good user flows, and most importantly the platform would be accessible to all.
Content architecture
We have developed a stable model of content redistribution where the main Retail and Business directions remain and we also have segments such as SOLO, Wealth, Youth
And for the rest of the content structure, we have created intermediate spaces where we can group the products by category.
Wireframes
In the first versions, we tried to save more space for Landing to make product information more relevant.
Then Visual Design
For the launch, we tried to make the design as sophisticated and accessible as possible
Launch
The results of the first year after the successful launch had stats:
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77% cSat
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40% bounce rate
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low drop-off
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300K monthly users
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Consistent design language
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Accessible for all platforms (Web, Tablet, Mobile)
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Generated over 60K leads
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Added e2e services
This is the stats of 2019yr, Now in 2022 these results have been doubled or event 3x and many other problems have been solved