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Background

eBucks is the reward programme of FNB and RMB Private Bank in South Africa. Both FNB and RMB Private Bank offer the aid of brokers for platinum and above clients. Their UX team were working on a new broker system dashboard, which brokers would use to help customers with their queries. They sent us their wireframes of the ‘rewards’ tab before their development sprint.

I received the wireframes and was asked to sign-off the content for accuracy, because I was the content designer most familiar with the bank’s rules. At this point, I still regularly received reports from our call centre and I had a good idea of the types of problems the customers were encountering.

The problem and how I tackled it

The original wireframes relayed the rules in a linear way (i.e. in whatever order the data spat them out) and relied on the broker remembering which rules applied to them, and which to the customer.

Our data and personas confirmed that clients in the upper tier were more likely to study the rules for longer and phone in for clarity, which meant they wanted their broker to know the rules well. And know them immediately.

Given the other services that brokers offered, the reward programme was just a fraction of a typical broker’s day. Luckily, eBucks leadership felt it was important for all corporate employees to pair up with call centre agents to observe and ask about how they worked. This exercise shared enough similarity to how the brokers worked for me to compare their requirements, and see how ‘guesswork’ would impact on the call times and frustration levels.

I recommended we address this issue before development began, rather than later down the line after usability testing.

The bank’s strapline “How can we help you?” offered me an immediate solution for classifying the data:

  • How you’ve already helped yourself
  • How we can help you
  • How you can help yourself

I redesigned the wireframes and sent them back for management approval. The changes were approved immediately and didn’t impact the development sprint, since the clearer categorisation of data actually removed some other complexity. I was then assigned to complete the design work on the private bank’s new CRM reports.