The challenges and realities of merging online banks

摘要

The recent merger of Bank of America and Fleet Bank presented unique challenges that arose from the effort to combine two online banking applications. Different functionality and different navigation systems, combined with different and sometimes conflicting business goals and stakeholders' views, significantly impacted the user interface design process.This study will focus on one particular project aimed at facilitating this transition (or merger), the Online Banking & Online Investing integration project. Employing user-centered design techniques, the project team was able to validate user-focused design decisions that contradicted the initial direction of the line of business. However, by collaborating with our business partners and stakeholders, we were able to determine and develop design compromises that supported business goals and ultimately provided an acceptable customer experience.