Human Centred Design sessions allowed the team to get to the root of the problem that we were trying to solve. Involving clients along with other partners who might not ordinarily have been involved at this stage was critical in arriving at a solution that addressed the pain points of both clients and the bank as a whole.

Getting started screen, displayed on mobile phone

Allowing clients to choose whether they wanted to use mobile devices or desktops to complete their application was a key factor in redesigning the experience. 

Application screen, displayed on laptop

Entering into the process with a conversational tone was an important feature of the new application and was a desire we heard from our clients. It allowed us to address clients in an informal manner throughout the process as we learned more about them (while remaining professional)

Back to Top