Santander

Santander's search experience was fragmented and underequipped. Users searching for products, support content, and account information were being served results with inadequate filtering, no concierge logic to speed up common queries, and a results page that didn't match the quality of the brand.

For a bank handling millions of daily interactions, a poor search experience isn't a minor UX issue it's a customer service failure at scale. People who can't find answers turn to phone support, lose trust, or leave.