Mad*Pow - Large Financial Institution 2 │ Mad*Pow Results

Project Team

Amy Cueva Executives
Leadership Team
Experience Design
Visual Design

Megan Grocki Leadership Team
Experience Design

Michael Hawley Executives
Leadership Team
Experience Design
Visual Design

Will Powley Executives
Leadership Team
Experience Design
Visual Design

We partnered with a large financial institution to design an effective interface for their call center associates. When a customer calls their call center the associate uses this design to pinpoint the exact and sometimes very detailed information that a customer is seeking. We conducted contextual inquiry during the research phase of this project, and discovered that different methods of navigation were required depending on the situation.

Since the interface needed to train as well as inform, and since the nature of calls is often dependent on current events or particular market conditions (e.g. tax season), the interface bubbles up the most relevant timely, popular content items. When the new design was rolled out to thousands of call center employees, the transition was met without a single complaint. Users commented on the improved navigation, contextually relevant information display, and visual design -- an effectively demonstrated best-in-industry approach.

Insights

Consumer Decisions in a Social World
In a recent issue of the Harvard Business Review that focused on branding, David Edelman articulates how consumers’ engagement with brands is evolving with the proliferation of social media and other digital channels.
5 Steps To Designing A Better Health Care System
The goal of the Healthcare Experience Design Conference (HxD) held in Boston recently was less about dissecting the problems within our existing health care system and more about how we can start solving them. In the keynote address, the U.S. Chief Technology Officer, Todd Park, called on designers to participate in a “self-propelled, open ecosystem of innovation.” As people invested in improving health care through design, we were excited to hear it.
Defining A Social Commerce Strategy
Relying on friends, family and other consumers to gather and share purchase information is fundamental to shopping behavior.