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!