Modernized Customer Message Management System for Banking Sector

The client’s existing customer message management platform is outdated, with non-intuitive navigation and limited accessibility, leading to increased operational time, user frustration, and reduced productivity. The system requires a complete overhaul to meet modern usability standards, ensure accessibility compliance, and streamline internal communication workflows.

A mid-sized banking institution seeking to upgrade its internal customer communication platform to improve usability, accessibility, and efficiency.

• Modernize the user interface to provide a contemporary and familiar look and feel.
• Enhance usability through optimized information architecture and navigation flows.
• Improve accessibility standards to ensure inclusive usage for all employees.
• Increase operational efficiency by reducing time spent on message management tasks.
• Develop a scalable design system to facilitate onboarding for new users and future updates.
• Ensure visual consistency with the existing platform to maintain brand coherence.

• User-friendly platform interface with streamlined navigation tailored for banking staff.
• Enhanced workspace layout to maximize message management efficiency.
• Navigation system designed in accordance with accessibility standards (e.g., WCAG).
• Adaptive information architecture for quick access and management of customer messages.
• A comprehensive, modular design system for consistent UI/UX and easier onboarding.
• Compatibility with existing banking infrastructure and messaging tools.

• Existing messaging and customer communication systems.
• Bank's internal authentication and security frameworks.

• Compliance with accessibility standards such as WCAG 2.1.
• High system availability and responsiveness to support real-time message handling.
• Secure data handling aligned with banking security protocols.
• Modular design allowing future scalability and feature additions.

The revamped messaging system is expected to significantly reduce operational time for bank staff handling customer messages, leading to increased productivity and job satisfaction. It aims to deliver at least a 20% improvement in message management efficiency, enhanced user satisfaction through intuitive design, and ensure compliance with accessibility standards to serve all employees effectively.