Remote financial advice for the modern bank

The landscape of business interactions was transformed by the Covid-19 pandemic. Talking to a relationship manager remotely has become a service that people expect. In response to this evolving need, Migros Bank has taken the initiative to provide its customers with the option to receive financial advice through video calls.

Client
Migros Bank

Year
Juli 2020

Role & team
Designer, working with a project manager and a developer

TL;DR

Challenge

The concept of a remote financial advice service had been lingering in the pipeline for some time. However, with the onset of the COVID-19 pandemic, the project's urgency was heightened, demanding swift implementation.

Approach

Thanks to our compact project team, consisting of a project manager, a developer and me as a designer, we were able to implement the solution quickly and in tight collaboration with the client. I led client workshops, worked on the design from wireframe to high-fidelity UI and was leading the usability tests.

Result

The video consultation platform was launched directly to real customers upon project completion. The team received highly positive feedback from the client, who praised the collaboration as outstanding.

A seamless user experience thanks to the attention to detail

Creating a user interface to start a video call might not seem very complex. However, there are many possible dead ends, if the UI is not designed carefully. We had to consider things like access rights procedures for different browsers, video formats sent by Skype for Business and the design of confirmation emails.