
Metro Bank - Commercial Banking Redesign
In today's fast-paced digital world, businesses need efficient and reliable banking services to keep up with the demands of their operations. One of the key aspects of this is the online banking platform. Metro Bank, a UK-based financial institution, recognizes the importance of providing top-notch digital services to its commercial banking clients. However, with the constantly evolving landscape of online banking, it's crucial for Metro Bank to continuously innovate and redesign its online commercial banking platform to meet the ever-changing needs of its customers.
The redesign aims to provide a user-friendly and efficient platform that enables commercial clients to manage their finances with ease and convenience, while also incorporating strong security measures to safeguard sensitive data.

Background
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Business and commercial banking is an under-served market.
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Professionals can be on the phone to the banking advisors for a great deal of time trying to fix their banking issues.
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It is difficult for tresury holders to manage their accounts in multiple places
The challenge
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To redesign Metro Bank to allow CFO's and Money professionals to manage and self-service their own accounts.
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To streamline processes and tasks for users so their experiences are improved
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To help Metro become the bank of choice for businesses
Project details
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Role: Lead Design
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Team: 25 (4 in design)
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Budget: 3M
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Timeframe:
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Alpha: 6 Months​
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Beta: 8 Months
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Release: 12 Months
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Refinement Release:18 Months
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00. Metro Bank "AMAZE" principles
These principles guide the behavior and actions of Metro Bank employees when interacting with customers, with the ultimate goal of providing an exceptional customer experience.
"Available" means that Metro Bank employees should be easy to reach and accessible to customers. "Make it easy" emphasizes the importance of simplifying processes and procedures for customers. "Accountable" means taking ownership and responsibility for customer issues, while "Zeal" encourages employees to go above and beyond in their efforts to help customers. Finally, "Empathy" requires employees to understand and relate to the needs and feelings of customers, showing genuine care and concern. By following these principles, Metro Bank aims to provide a differentiated and superior customer experience, setting itself apart from traditional banks.

Attend to every detail

Zest is contagious,
share it

Make every wrong, right

Exceed expectations

Ask if you’re not sure, bump it up

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01. Discover
The discovery phase of Metro Bank's redesign project involved mapping the bank's architecture, user stages, and conducting user interviews and use cases. This helped to identify potential roadblocks, pain points, and areas of opportunity for improving the customer experience. By doing so, the team was able to ensure that the new design would be feasible and achievable within the bank's existing framework, while also informing the design of the new user interface to meet the needs of real users. Overall, the discovery phase was a critical step in the process of enhancing Metro Bank's customer experience and driving business growth.

Map architecture

Map user stages

User interviews for use cases

SWOT analysis
SWOT analysis is a widely used strategic planning tool that helps businesses to identify and evaluate their strengths, weaknesses, opportunities, and threats. In the case of Metro Bank, a UK-based financial institution, a SWOT analysis can provide valuable insights into its current position in the market and help the bank make informed decisions about its future strategy.
02. Define
The define section of a redesign process is a critical stage where our designers and stakeholders come together to establish a clear understanding of the project goals, user needs, and design constraints. In the case of Metro Bank, the redesign process incorporated the use of personas to help define the target audience and their needs. Based on research and data analysis, that help us to understand their users' behavior, goals, and pain points. By incorporating personas into the redesign process, our team was able to develop a more customer-centric approach that focused on the needs of specific user groups.
User personas
During the define stage, the Metro Bank team worked to create a detailed profile of each persona, including demographic information, behavioral patterns, and financial needs. This helped to identify common themes and pain points across the different personas, which informed the redesign strategy.

Market problem map
By using a problem map, a company like Metro Bank can gain insights into the needs and pain points of its target customers, which can help inform its product development and marketing strategies. By understanding these pain points, Metro Bank can work to develop solutions that address these challenges and better meet the needs of its customers.
03. Develop
The develop section of a redesign process is whereour design concepts and ideas from the are transformed into tangible design solutions. In the case of Metro Bank, the redesign process incorporated the use of wireframes to develop the design concepts identified during the define stage. Once the wireframes were finalized, the Metro Bank team moved on to creating more detailed design concepts, including visual design elements and interactive features. By starting with wireframes, the team was able to streamline the design process and ensure that the final design was aligned with the goals and constraints established during the define stage.
Wireframes | Design details

























04. Deliver

Metro theming
The Metro Bank design is characterized by its clean and simple aesthetic, with a focus on legibility and ease of use. The design incorporates a range of features that are designed to make it easy for customers to access important information, such as account balances, transaction histories, and payment options. This design is focused on providing customers with a seamless and intuitive user experience, making it easy and convenient to manage their finances.
04. Deliver | Details
Overall, the design details section of Metro Bank's redesign provides a view into the specific design elements that make up the bank's online and mobile banking platforms. By focusing on the details of the design, the team is able to ensure that the user experience is both visually appealing and easy to use, providing customers with a modern and reliable banking experience.

Design details
05. Impact
The goal of this section is to provide evidence-based insights into the redesign's effectiveness and its potential long-term impact. By analyzing the redesign's impact, we made informed decisions and adjustments where necessary. In this section, we will examine the key metrics used to evaluate the redesign, such as user engagement, customers satisfaction and cost davings.
Increased user engagement
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18% increase in time spent on the site,
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a 22% increase in logins,
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and a 25% increase in frequency of use.
Higher customer satisfaction
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12% increase in customer feedback scores,
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a 8% increase in net promoter scores,
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and a 17% increase in other satisfaction metrics.
Cost
savings
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12% reduction in call volume and
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a 13% reduction in support ticket volume.
Metro Bank - Commercial Banking Redesign
Lead & Principle UX
In today's fast-paced digital world, businesses need efficient and reliable banking services to keep up with the demands of their operations. One of the key aspects of this is the online banking platform. Metro Bank, a UK-based financial institution, recognizes the importance of providing top-notch digital services to its commercial banking clients.The redesign aims to provide a user-friendly and efficient platform that enables commercial clients to manage their finances with ease and convenience, while also incorporating strong security measures to safeguard sensitive data.

