First Citizens Bank – Personal Online Banking Redesign

First Citizens Reduces Customer Service Calls Via Personal Online Banking Redesign

First Citizen Bank’s main objective was to enhance the consumer experience with its Personal Online Banking product. The application serves customers who represent the most profitable type of account holders at First Citizens and customers who have more than one service from the bank.

Vialogix took a 360-degree look at the application by interviewing key company stake-holders and customers and examining the existing technology. Following customer interviews, Vialogix learned that users had issues with the current site well beyond log-in difficulties. Users expressed a need for a more seamless flow within the site for a clearer connection between bill pay and managing their accounts. Adding complexity to the project was the need to customize the information architecture and design to work across multiple application vendors. To meet customer needs and client requirements, Vialogix worked in conjunction with First Citizens, Financial Fusion and Checkfree development teams to create and manage the implementation of all user interface presentation-layer code into the existing Financial Fusion backend banking system.

Results included a more seamless customer experience and a reduction of customer services calls. A surprising benefit emerged when Financial Fusion reported that their application worked faster with the Vialogix HTML in place!