Santander Bank
Santander Bank
Santander Bank
Streamlining how Santander users discover information
Squiz became a strategic digital partner in 2015, and have celebrated a successful relationship to date. Using Squiz' Funnelback product Santander have been able to provide their users with a richer, more contextual search experience and operate on a retainer to continue driving innovation into their user experience.
Squiz became a strategic digital partner in 2015, and have celebrated a successful relationship to date. Using Squiz' Funnelback product Santander have been able to provide their users with a richer, more contextual search experience and operate on a retainer to continue driving innovation into their user experience.
Squiz became a strategic digital partner in 2015, and have celebrated a successful relationship to date. Using Squiz' Funnelback product Santander have been able to provide their users with a richer, more contextual search experience and operate on a retainer to continue driving innovation into their user experience.
Client
Santander Bank
Services
Strategy UI & UX Design
Industries
Fintech
Date
2020
As a part of their Funneback Search retainer package, I worked with Santander incrementally in analysing search performance, using data to inform potential innovation. Within a recent squad catchup, I presented Santander with search data informed by their Funnelback dashboard (which I'm unable to include here) that showcased the increased use of pagination, drop-off, and contact page referral midway through a search. The data in hand was a clear indicator of a pain point, and one that the digital transformation team received a very quick green light to work with Squiz in actioning at pace.
As a part of their Funneback Search retainer package, I worked with Santander incrementally in analysing search performance, using data to inform potential innovation. Within a recent squad catchup, I presented Santander with search data informed by their Funnelback dashboard (which I'm unable to include here) that showcased the increased use of pagination, drop-off, and contact page referral midway through a search. The data in hand was a clear indicator of a pain point, and one that the digital transformation team received a very quick green light to work with Squiz in actioning at pace.
As a part of their Funneback Search retainer package, I worked with Santander incrementally in analysing search performance, using data to inform potential innovation. Within a recent squad catchup, I presented Santander with search data informed by their Funnelback dashboard (which I'm unable to include here) that showcased the increased use of pagination, drop-off, and contact page referral midway through a search. The data in hand was a clear indicator of a pain point, and one that the digital transformation team received a very quick green light to work with Squiz in actioning at pace.
I facilitated a workshop with the Santander digital team to dissect the data we have from a backlog of feedback forms (fed into a google spreadsheet to populate a product performance dashboard). To highlight key research findings across all user types and aid in our decision-making, we utilised empathy mapping. This helped us make inferences about our users based on their behaviour, prioritise where our focus laid, and determine what the most important takeaways were. Our top takeaways were: - Users searching for banking information often lost interest and resorted to contacting - Santander via telephone, where they'd wait in a telephone queue for a decent chunk of time. - Users felt the search engine results page was ineffective and dated. - Users would often venture no further than the 2nd tier of pagination before dropping out. - Business account users would rely on site search more than any other user type. Our core users were: - Personal account holders - Select account holders - Business account holders
I facilitated a workshop with the Santander digital team to dissect the data we have from a backlog of feedback forms (fed into a google spreadsheet to populate a product performance dashboard). To highlight key research findings across all user types and aid in our decision-making, we utilised empathy mapping. This helped us make inferences about our users based on their behaviour, prioritise where our focus laid, and determine what the most important takeaways were. Our top takeaways were: - Users searching for banking information often lost interest and resorted to contacting - Santander via telephone, where they'd wait in a telephone queue for a decent chunk of time. - Users felt the search engine results page was ineffective and dated. - Users would often venture no further than the 2nd tier of pagination before dropping out. - Business account users would rely on site search more than any other user type. Our core users were: - Personal account holders - Select account holders - Business account holders
I facilitated a workshop with the Santander digital team to dissect the data we have from a backlog of feedback forms (fed into a google spreadsheet to populate a product performance dashboard). To highlight key research findings across all user types and aid in our decision-making, we utilised empathy mapping. This helped us make inferences about our users based on their behaviour, prioritise where our focus laid, and determine what the most important takeaways were. Our top takeaways were: - Users searching for banking information often lost interest and resorted to contacting - Santander via telephone, where they'd wait in a telephone queue for a decent chunk of time. - Users felt the search engine results page was ineffective and dated. - Users would often venture no further than the 2nd tier of pagination before dropping out. - Business account users would rely on site search more than any other user type. Our core users were: - Personal account holders - Select account holders - Business account holders
We quickly found technical solutions to fix a laboured user experience through understanding Santanders users and competitors at an early stage. We also met multiple points of reflection surrounding how users welcome current design patterns and the general aesthetic of the Santander website. Squiz's relationship with Santander exists solely through search (the Squiz Funnelback product), but we were able to deliver evidence that other elements of the website that weren't in the scope of the project play a big role in how search is received. Using this information, Santanders digital transformation team carried takeaways that could inform the beginning of a wholesale design system update. Using the Funnelback search analytics dashboard, Santander recorded dramatic improvements in how users discovered important information, and we continue to monitor the results to date.
We quickly found technical solutions to fix a laboured user experience through understanding Santanders users and competitors at an early stage. We also met multiple points of reflection surrounding how users welcome current design patterns and the general aesthetic of the Santander website. Squiz's relationship with Santander exists solely through search (the Squiz Funnelback product), but we were able to deliver evidence that other elements of the website that weren't in the scope of the project play a big role in how search is received. Using this information, Santanders digital transformation team carried takeaways that could inform the beginning of a wholesale design system update. Using the Funnelback search analytics dashboard, Santander recorded dramatic improvements in how users discovered important information, and we continue to monitor the results to date.
We quickly found technical solutions to fix a laboured user experience through understanding Santanders users and competitors at an early stage. We also met multiple points of reflection surrounding how users welcome current design patterns and the general aesthetic of the Santander website. Squiz's relationship with Santander exists solely through search (the Squiz Funnelback product), but we were able to deliver evidence that other elements of the website that weren't in the scope of the project play a big role in how search is received. Using this information, Santanders digital transformation team carried takeaways that could inform the beginning of a wholesale design system update. Using the Funnelback search analytics dashboard, Santander recorded dramatic improvements in how users discovered important information, and we continue to monitor the results to date.
Harnessing empathy and data. Crafting human-centered experiences. Driving impactful results, together.
Crafted with 💜 by Elliot Rylands