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Commonwealth Bank of Australia iSource Performance Support Solution |
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On this page:
The business objective
Background
What we did: Analysis
Findings from the analysis
What we did: Design and prototype
What we did: iSource content
iSource pilot
Results
The business objective
To develop a product information system that allows staff to easily and quickly access work instructions relating to products and their associated workflows to manage customer expectations and facilitate a more confident sales environment.
Background
Within CBA, there is an extensive range of retail products, processes and policy information that staff are expected to retrieve quickly at the moment of truth the customer query.
Feedback from end-users indicated that the current system was not an effective performance support tool. The system often resulted in a poor user experience for staff and a poor customer service experience for the Banks customers as the information was hard to find and then often out of date.
What we did: Understand the end-user and how they needed the system to work
The first stage of the project involved undertaking detailed analysis of the target audience the end user. TACTICS conducted the following analysis activities:
an information audit
user profiling, and
iterative usability testing.
We employed the following research methods in the analysis:
focus groups
surveys
telephone interviews, and
documentation reviews.
Findings from the analysis: Information architecture
Findings from the analysis indicated that the key usability issue for the existing system was an inadequate information architecture. In particular:
the navigation was not clear or intuitive to the user
the information architecture was not scalable or flexible and did not allow for content to be easily added and/or removed
there was a mix of policy, procedure, product and system information, and
staff could not find the required information when they needed it.
The analysis also showed that the Search function was the main access feature for all staff. However, most users reported a large number of irrelevant results in their search. As a result of these issues, staff admitted bypassing the system and using other methods for locating information, including asking a colleague, contacting the Help desk, bookmarking certain pages and creating their own job aids.
Findings from the analysis: User profiles
The analysis found there to be four main audience groups. These groups were comprised of several job roles and job families:
1. Branch staff
2. Direct Banking
3. ROPs
4. Other
The primary audiences were Branch staff and Direct Banking staff and as such the solution was primarily focussed on their online needs and habits.
What we did: Design and prototype
Based on the findings of the analysis, TACTICS designed and developed a 'Performance Support System' prototype for the Bank. The new system was designed to reduce the time it takes for users to find the right information. The prototype was a working model of the recommended design for:
user interface
information architecture
navigation, and
template design.
Usability testing was used to confirm the intuitiveness, relevance, usability and readability of the recommended solution. Tests were conducted in Hobart, Parkes Noosa and Sydney.
What we did: iSource content
TACTICS and CBA recognised that the actual content to be used in the tool was also a critical path to project success. As such TACTICS, utilising the Information Mappingฎ methodology, developed clear reader focussed work instructions that enabled the end-user to successfully fulfil their part in the workflow. To date, TACTICS have written all the content for the tool, as well as content covering Home Loans.
What we did: iSource pilot
In January 2007 an iSource pilot site was launched.
Results of the pilot
99% of participants surveyed stated their preference for the new system and over 89% said it had already improved their ability to meet customer needs. Since the pilot, the site has been implemented and enjoys over 500,000 hits a week.
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