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.