First Citizens Bank – Business Online Banking Redesign

First Citizens Bank Builds Loyalty Among Some of Its Most Valuable Customers

First Citizens Bank had received consistent feedback that its Business Online Banking site no longer could effectively meet the needs of its customers. Competitive banks had dramatically improved their online banking capability and First Citizen’s recognized the need to upgrade their own site and enhance the customer experience.

First Citizen’s turned to Vialogix to help them address this issue with some of their most valuable customers. Vialogix employed its proven user-centric process as the foundation for the site redesign. Vialogix obtained in-depth feedback from customers about the current site and completed interviews with the product managers to learn more about typical user needs and tasks. Next, the firm completed a competitive analysis to identify the best attributes of competitive sites. Vialogix enhanced a boxed solution and designed it so that the public site and all applications had the distinct First Citizen’s brand. Before implementation, Vialogix exposed bank customers to design mock-ups to obtain feedback on the common tasks they completed on the site.

The result was a best-of-breed interface that met the needs of First Citizen’s most profitable customers. The revamped site enabled First Citizen’s to remain competitive in the marketplace with the enhanced functionality while building loyalty and attracting new customers.