Does a rich GUI make the bank richer?Haakon Halvorsen and Kjetil Hansen

/ Making Waves

10.04.2023 © MAKING WAVES 2

• Sparebanken Vest is the third largest, and second oldest bank.

• The old website did not support the bank's business goals.• The old graphic design did not evoke the special "western

Norway feeling”.• More than half of the bank’s 240.000 customers do their

online banking 6 times a month on average!

About the client / bank:

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?

+

BORIN

G!

COMPLICATED!

Banking is fun!

«Call to Action»

More eyecandy!

Image-use and layout

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10

Genuine and from the west coast

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Superwidescreen

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Rich interface after login

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Video: logged in services

Car loan calculator- detailed process

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A

B

C

D

A

B

C

Slider (eksempel fra annen nettside)

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The SUPERstepper!

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Steps Input Big steps / Hold to fast-forward

The SUPERstepper!

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Steps Input Big steps / Hold to fast-forward

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“Call-to-action”Distinct calls to action and quick access to forms are essential to a good-flowing solution.

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t

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More calculators, more eyecandy!A quick walkthrough of other calculators

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I want more eyecandy!Frode Drønen, Sparebanken Vest“

Currency calculator (post-styling)

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Rich-interaction forms

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Conclusion:Does the bank get richer?

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Customer satisfaction score (by age)

57

Under 25 Y.O.

25-29 Y.O.

30-34 Y.O.

35-39 Y.O.

40-49 Y.O.

50-59 Y.O.

60 Y.O. or older

KTI 79.825436408977

6

76.277777777777

7

77.760683760683

7

76.077097505668

9

80.364025695931

5

81.076076076076

2

82.901234567901

2

5

25

45

65

85

Customer satisfaction score (by age)

58

Under 25 Y.O.

25-29 Y.O.

30-34 Y.O.

35-39 Y.O.

40-49 Y.O.

50-59 Y.O.

60 Y.O. or older

KTI 79.825436408977

6

76.277777777777

7

77.760683760683

7

76.077097505668

9

80.364025695931

5

81.076076076076

2

82.901234567901

2

5

25

45

65

85

Customer satisfaction score (by age)

59

Under 25 Y.O.

25-29 Y.O.

30-34 Y.O.

35-39 Y.O.

40-49 Y.O.

50-59 Y.O.

60 Y.O. or older

KTI 79.825436408977

6

76.277777777777

7

77.760683760683

7

76.077097505668

9

80.364025695931

5

81.076076076076

2

82.901234567901

2

73

75

77

79

81

83

60

Word analysis. Freetext questionaire

Overview

BetterFindable

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Breaking news! Results from yesterday.

Findable

Overview

Better

The number of application forms received has increased by...

Better! Worse!

Has the website improved?

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Breaking news: How probable is it that you remain at Sparebanken Vest?

«Likely» or «highly likely»

85,9%

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The website received two diplomas (2nd place); for best usability at Rosingprisen 2011 and Best Big Website at Gulltaggen 2011. These two awards are the most prestigious prizes we have in Norway.

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Contact information  Haakon HalvorsenManager Experience Research haakon.halvorsen@makingwaves.noMobile: +47 992 96 717twitter: @haakonha