The Co-operative Bank –
Internet banking redesign

The Co-operative Bank is one of the two New Zealand local bank that is entirely owned by their customer.

In 2023, the design team was tasked to redesign the existing Internet banking website to meet the increasing needs of a secured and accessible website. To achieve this, we have facilitated usability testings and user interviews with the Bank's customer and our target segment using design prototypes.

Year

2023

My role

• Designed new prototypes based on insights gathered from past researches
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• Run usability testings with customers and target segment

• Refined new internet banking design with insights learnt from usability testings

• Set up design principals and rules for the three panel interface

Problem to solve

The Bank’s internet banking platform is built on dated technology, is not accessible, is not adequately representative of our brand, and is not set-up to support the Bank’s future strategy. Redesigning the Internet Banking platform is a milestone in a continuous program of change that executes on The Co-operative Bank's strategic objective to ‘build a stronger more scalable Co-operative bank for the future’. By meeting our customer’s interaction preferences of a digital-first relationship, we can deepen our relationships and mutually benefit from their financial success.

The Goal

• To ensure the online banking experience is consistent across internet banking and the mobile banking app
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• To ensure the new design is accessible, visually and screen reader wise.
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• The new platform needs to be fully responsible across different screen sizes and have a consistent user experience.
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• To make sure user of the current internet banking can navigate through the new design with no problem.
Guided us to the right design strategy, and the right workflows. Every new customer that comes in now has first heard of us through our website.
Rebecca Smith - CEO, Consonants
Will gave our website and brand whole new life while staying true to who we are. We would never have thought of going in the direction he pitched but we couldn't be happier.
Robert Mayar  -  Founder of Airbnb

Current internet banking interface (Left), current mobile banking app (Right)

Proposed design solution

What's next?

• Await the web development team finishes the domain splitting work
• Gather feedback from the accessibility advisor on the proposed design
• Refine design based on accessibility feedback and run another round of usability testing with our customer before bringing design into development in 2024