BankVic

BankVic

Strategy, Technology, Design

For the everyday member, BankVic’s existing website was confusing and complex. VERSA built a responsive, intuitive, and much faster platform, putting the member’s story at the centre of the experience.

Strategy & Research

To know where the root of the user’s problems originated, we needed to further understand the user themselves. We did extensive research into the BankVic member experience, deeply understanding how BV customers are currently interacting with the website, and uncovering opportunities where VERSA could further enhance the user experience. 

Using Google analytics, user and stakeholder interviews, UX reviews, tree testing, card sorting and a content audit, we began to unearth the pain points where we’d need to put greater focus, and where we could ultimately add greater value. 

Technology & Development

VERSA developed a modern full stack react-based back-end which reduced internal page load times to 0. The site was built on a headless CMS, allowing simple rich content entry, unparalleled flexibility, and a ‘deploy once, use everywhere’ data system.

Pages have totally flexible componentry, making the site both expansive and adaptable. Extensively connected components link to direct parts within a page or predefine a highlighted product, before synthesising complex rates and fees in a digestible and editable format. These rates can automatically be referenced in multiple places throughout the site, pulling from a single source of CMS truth.

Design & UX

Mapping the user journey revealed a lack of visual hierarchy and that key content was impossible to find. Overall, the site failed to communicate BankVic’s USP: people before profits. We empowered the user by allowing them to drive the process rather than to just be a passenger.

We created attitudinal personas derived from insights gathered from interviews, before establishing characteristic traits, needs, and what users would need help with most. Our design team crafted a new visual identity that felt on-brand, exciting, and importantly, felt trustworthy. We then created and split-tested two different live site concepts to validate our member-centric hypotheses. 

Results

  • 50% Increase

    in the share of all users viewing product pages

  • 11% Increase

    In new users that click through to ‘applications’

  • 113,000 BankVic members

    banking experience made better