Services:
› Consulting
› Strategy
› Brand Direction
› User Experience Direction
› Creative Direction
› Build Support (partnership with Fiserv and Mobiliti)
› Resourcing and Budgeting
Opportunity
Seeking to transform its brand, Bank of the West, a wholly owned subsidiary of BNP Paribas, invested in its digital channels product offering. In order to maintain a consistent and intuitive customer experience, Bank of the West brought on Andrew Gold to spearhead the redesign of its digital channels, including mobile.
Solution
In his dual role as Creative Director and User Experience Director, Andrew partnered closely with the mobile team, digital channels, vendors and agencies. He managed the relationships and directed the design while concurrently hiring an internal user experience team. Working with digital channels leadership, he quickly set a vision for the user experience of Bank of the West. Employing an iterative design process, Andrew helped direct the consistent and intuitive design of the mobile products. The rapid iterations included user testing.
Andrew and his team collaborated closely with Brand, Marketing, Mobile and the technology partners to ensure a beautiful, human-centered mobile offering. Even the app store icon got a big time refresh to add vibrancy to the brand experience.
Results
In November of 2013, Bank of the West launched its redesigned mobile offering. Several enhancements were made to the iPhone and Android applications. The iPad application was completely redesigned. The apps hosts features such as quick balance, bill pay, mobile remote check capture, transfers and integration with online investing. There are messaging and promotional features built into the new applications. Additional security features are in the works, with the preliminary strategy already complete.
Users have given the apps great reviews and are delighted with the improvements.
