End to End Project
Transforming the Banorte Omnichannel Experience: From ATMs and IVR to Digital Products and Apps
A Journey of Innovation and User-Centricity
Embarking on this transformative journey, I initiated this project during my tenure at Usaria in the early stages of my career. Our mission was clear: revolutionize the Banorte omnichannel experience, starting with a comprehensive redesign of the ATMs. In 2013, Banorte's ATMs were still button-based, and the industry was transitioning to multitouch technology. Leading the charge, I worked tirelessly to overhaul the ATM user interface, ushering it into the modern age of touch-based interactions. The evolution didn't stop there. Collaborating closely with the IVR (Interactive Voice Response) team, I understood how call center options operated, focusing on creating seamless connections between users and the bank. This effort was integral to ensuring that every customer interaction was efficient and user-friendly. Our journey continued as we focused on Banorte's digital products for businesses. We embarked on a comprehensive User Research initiative to truly understand the needs of small and medium-sized enterprises in the region. This deep dive into their requirements, conducted in conjunction with the BEM (Banorte Empresas) platform, paved the way for tailored digital solutions that addressed the unique needs of these businesses. This project reflects a commitment to innovation, user-centricity, and a relentless pursuit of excellence, aiming to deliver a world-class omnichannel banking experience for Banorte's valued customers.
Redesigning ATMs for Enhanced Security and User-Friendliness
I am thrilled to share my experience and insights from my first project—a significant ATM redesign initiative that challenged my skills and broadened my perspective on user-centered design. This project, set against the backdrop of Monterrey, presented unique challenges that compelled us to prioritize user-friendliness and security, making it a truly transformative journey.
My approach to the ATM metamorphosis
Banorte
My approach to the ATM metamorphosis encapsulated a meticulous blend of user-centric design principles, innovative thinking, and a steadfast commitment to enhancing security and usability.
Understanding the Context
01
Monterrey, a vibrant city in Mexico, is known for its diverse neighborhoods and, unfortunately, varying levels of security. In this context, we needed to understand the personas that interact with ATMs deeply. We recognized that, beyond convenience, the safety and security of these individuals were paramount concerns.
Putting Users First
02
Our approach began with a commitment to understanding our users inside out. We conducted extensive research to identify the specific needs, behaviors, and concerns of ATM users in Monterrey. This involved engaging with clients, financial experts, and individuals from different backgrounds to create comprehensive personas that represented the diversity of our user base.
Intuitiveness and Security
03
One of the key challenges we faced was finding the delicate balance between designing an intuitive product and ensuring a secure environment for ATM users. We understood that people needed to feel at ease while conducting their transactions, no matter where the ATM was located. This required us to rethink the entire user experience, from the physical design of the ATM to the digital interface.
Innovative Solutions
04
Our team brainstormed and collaborated extensively to come up with innovative solutions. We reimagined the physical layout of ATMs to enhance visibility and security. We revamped the user interface to make it more intuitive, ensuring that anyone, regardless of technological familiarity, could navigate the system effortlessly.
Client Engagement
05
One of the most enriching aspects of this project was our close collaboration with clients. We maintained an open line of communication throughout, seeking their valuable input and feedback at every stage. Their insights were pivotal in shaping our final designs, making the project a true co-creation endeavor.
Great atmosphere
06
Our endeavors culminated in an ATM that surpassed the most stringent security standards and offered an effortlessly user-friendly experience, appealing to people from all backgrounds. These revamped ATMs evolved into emblems of trust and inclusivity, adeptly meeting the diverse requirements of Mexican residents. Moreover, this transformation began a deliberate shift from traditional button-operated ATMs to intuitive touch-screen options, acknowledging the importance of a slow and thoughtful transition.
Enhancing the Banorte IVR Experience:
A User-Centric Redesign Journey
Step 1: Data Gathering and Analysis
Our quest to reimagine the Banorte IVR (Interactive Voice Response) system commenced with comprehensive data collection and analysis. We meticulously examined the existing IVR to decipher user behavior, identifying which options were frequently accessed and which posed challenges. This step was pivotal in shaping our vision for a more user-friendly and streamlined IVR.
Step 2: Understanding User Preferences
We embarked on an extensive series of focus group sessions to create an IVR system that would truly resonate with Banorte's diverse clientele. These sessions involved engaging with individuals from various profiles of Banorte clients, allowing us to gain invaluable insights into their preferences and expectations. We wanted to understand not only how they currently interacted with the IVR but also how they envisioned the ideal process.
Step 3: Simplification and Streamlining
With a wealth of data and user feedback in hand, we began the process of simplification and streamlining. Our aim was clear: to reduce the complexity of the IVR and make it as intuitive as the digital banking experience. We carefully curated a refined set of options that addressed the most common user needs, eliminating unnecessary layers and choices.
Step 4: User-Centric Design
Every element of the redesigned Banorte IVR was crafted with the user in mind. We applied user-centric design principles to ensure that the menu options, voice prompts, and navigation pathways were easy to understand and efficient in guiding users to their desired destinations.
Step 5: Testing and Iteration
The redesigned IVR underwent rigorous testing, with real users navigating the system. This phase allowed us to gather real-time feedback and uncover potential pain points. Through an iterative process, we fine-tuned the IVR to address any user concerns and ensure a seamless experience.
Step 6: Implementation and Rollout
After thorough testing and refinement, we prepared for the implementation and rollout of the new Banorte IVR system. This stage involved a carefully orchestrated transition plan to integrate the improved IVR into Banorte's customer service ecosystem.
Continuous Improvement
Our commitment to excellence extends beyond implementation. We understand that user needs and preferences evolve. Therefore, we have established a framework for continuous improvement, incorporating user feedback and monitoring system performance to make ongoing enhancements that align with Banorte's commitment to exceptional customer service.
Transforming Business Banking: Redesigning Banorte BEM from Start to Finish
My role as a leader in overhauling Banorte BEM's digital banking experience was a challenging yet enriching journey. Working closely with a junior UX designer and a UI specialist, our mission was to create a seamless and user-centric platform for businesses of all sizes, from small to large corporations.
Needs Assessment and Understanding
Stakeholder Interviews, Discovery Workshop
Our journey began with a deep dive into understanding the diverse needs of businesses. We conducted extensive research and engaged with representatives from various companies, carefully dissecting their requirements and pain points. This process laid the foundation for our design approach.
Crafting Design Personas
Design Personas, Empathy Maps
We collaboratively created detailed design personas to ensure that our redesign was centered around real user needs. These personas represented a spectrum of business profiles, enabling us to tailor our solutions to specific user segments.
Information Architecture
XMind, Mural and Illustrator
With a clear understanding of user needs and personas, we meticulously crafted the information architecture for Banorte BEM. This step involved structuring the platform to optimize user journeys, ensuring that accessing vital banking services was effortless and intuitive.
Design Workshops and Wireframes in Action
Our commitment to creating an exceptional digital banking experience for Banorte BEM continued with the implementation of a comprehensive design process. This step involved conducting design workshops and crafting detailed wireframes.
Usability Testing
Usability was at the core of our redesign. We conducted rigorous usability testing, inviting real users to interact with our prototypes. Their feedback allowed us to refine the platform iteratively, ensuring it met the highest standards of user-friendliness.