Citibank is searching for the ultimate best in class customer experience. Read the reason and experiences they acquired during the redesign project in the interview made by Banktech.com.
What were the biggest challenges you faced during the redesign process and rollout?
Weber: It’s always challenging when you’re evaluating usability and getting consumer feedback. It’s absolutely an essential part of the process, but sometimes it can be hard to determine what to do based on the feedback. As you might imagine, there are times when it’s inconsistent. That can be difficult. You want to be as analytic and data-based as possible in your decisions, but a lot of times it has to be coupled with some intuition on behalf of people who’ve had a lot of experience in creating web experiences. We’ve been continually trying to balance that one challenge throughout the whole effort.