Westpac Banking Corporation
Westpac Home page
Usability is critical to building customer trust and confidence in online banking. Hiser's brief has always been to help achieve a consistently high quality of customer experience while supporting Westpac's business goals.
User-centred design is integral to Westpac's systems design approach
Customer-facing and internal systems, including internet and intranet sites and their components and applications, now meet rigorous usability and design criteria before release. Our user-centred design process is central to their overall information architecture and interaction design. Depending on the needs of the specific system, we may be involved in:
- Benchmarking
- Concept evaluation
- Information architecture
- Interface design
- Visual design concepts
- Design evaluation with users
- Design documentation
For example, a recent project involved over 160 users throughout role research, card sorting and menu validation for a large information architecture for an internal system.
Result: ongoing customer loyalty and satisfaction
Hiser's user-centred design input has helped Westpac become Australia's most popular online bank, with customers consistently more committed to the Westpac site than any of its competitors. The site's ease of use has endured, despite its growing richness and complexity as new products and services are added for a wide range of personal, business & corporate customers.
