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ABN AMRO Commercial Banking

Design of a new customer experience

Introduction

The online service of ABN AMRO’s commercial business division (aimed at business clients) had become fragmented over the course of recent years. There were different platforms which focused on various target groups, each with different wishes and needs.

Design of a new service and knowledge-driven platform for ABN AMRO Commercial Banking.

The Brief

A new platform for ABN AMRO’s business users. Finding out how to serve different types of users on one platform. These users vary from small, medium and bigger businesses to corporates and international clients, all with different roles within the organisation. In addition, it was a challenge finding out how to offer the most relevant content to individual users, in terms of products as well as services and (in depth) information. Another big part of the challenge was how ABN could position itself as a thoughtleader in various fields.

The Answer

Through workshops, interviews and prototype design we have created a new UX design which brings the following three elements together: 1) knowing who the visitor is; 2) knowing what they are looking for; 3) making sure they find relevent content. The final design system has been an inspiration for ABN AMRO’s platforms.

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