Elliott Hey
UX/Product Designer, Service Designer, User Researcher
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07402 840 161
motiveux.design@gmail.com
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Nationwide Building Society
Project: Internet Banking Website
Role: Lead UX Designer
I was responsible for designing the new Internet banking website for customers.
Background
The existing Internet Bank was unstable, expensive to maintain and lacked the flexibility to change quickly to cater for new products and technologies. Therefore, they requested IBM to design and build a new Internet Bank based on the latest technologies overcome these concerns.
The new Internet Bank was built on .NET and produced in HTML5 utilising JQuery, Flash and AJAX where necessary.
I was the Lead User Experience Designer responsible for:
Mentoring and coaching a team of 3 visual designers and 5 information Architects
Personas and customer journeys
The navigation, site map, feature map, accessibility requirements (WCAG2.0) and UI Specification
Quality reviews and guidance of visual designs, style guides and pattern library
Facilitating workshops with a third party User Testing and Research agency
Producing prototypes (in Axure and PowerPoint) for research and user testing
Liaising with management, technical and business teams
Approach
I created 4 personas based on the user profiles derived from the client’s market research and business goals (and enhanced these as I learned more). Each persona focused on: life story, banking needs, demographics, behaviour, products; as well as the business benefits and challenges in regard to this profile.
The following is an example of one of these Personas (Financially affluent ‘Nest-Egger’).
The following shows part of a prototype created for one of the user tests. I produced simple lo-fi wireframes to test the terminology and navigation. This technique (often implement in tools like TreeJack) ensured that the users were focused on the navigation and not such things as, colours, fonts, and images; these were tested later.
Two prototypes were tested with 4 user profiles to determine which worked best. One was based on an information architecture around functions and the other around tasks. The task based one was preferred.
The final UI looked like this. Although this was designed around 2008 it is still the current design.
I was responsible for the managing the Information Architects in the creation of the User Interface (UI) Specifications. However, as one of the UI specifications spanned multiple functional areas (e.g. payments, registration) I authored this document (Common Components UI Specification). This document detailed the common functions, such as, the header, footer, skip-to-links bar, date pickers, carousels, data tables, lightboxes. The following is an extract from a UI Specification for the date picker.
Results
My involvement on this project ran over 2.5 years and was delivered using a waterfall approach. I was not on the project when it went live some 2 years later, so am unable to say how successful it was. However, as this design is still live 14 years later, one could argue that it did alright.
Next project: Royal Air Force
Previous project: JP Morgan
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