Overview

A prominent global bank sought, as part of its corporate strategy, to enhance and redefine its customer experience across all regions. Initially paired with an incumbent agency, they found the preliminary ideas lacking in depth and alignment with their vision.

Ascend started by understanding the core values and objectives of the bank’s new strategy. Engaging closely with their teams, we undertook a thorough review of the initial concepts. Leveraging our expertise in UI/UX, we pinpointed areas for improvement, optimising for clarity, engagement and accessibility. We then proposed a revitalised design, ensuring the website was not only visually appealing but also functionally intuitive. The platform aimed to provide customer experience teams worldwide with a centralised hub of information, best practices, and collaboration tools, tailored to their unique regional challenges yet consistent with the bank’s global vision.

The final website was met with positivity and approval throughout many regions. Customer experience teams across the globe praised the platform’s ease of use and the clear articulation of the bank’s renewed strategy. By pivoting from the initial designs and emphasising user-centric design principles, we delivered a solution that truly resonated with the bank’s objectives. This project not only reinvigorated the bank’s approach to customer experience but also reinforced its position to its staff as a global leader attuned to the evolving needs of both its customers and its teams.

What we did