Enhancing the user experience
Give existing users an improved user experience without making a revolution.
Nest Bank: Faktoria cover
Nest Bank: Faktoria
A factoring dashboard refreshed without retraining its long-time users.
Overview
Faktoria is a factoring dashboard used daily by people who process invoices for a living. The constraint was the brief: refresh it without retraining anyone. Every change had to pass one question: will a daily user notice this for the wrong reason?
Goals
We developed a strategy with Faktoria based on an analysis of existing processes and customer feedback.
Reducing customer support tickets
One success metric was the percentage of customer support tickets after implementation.
Maintaining brand alignment
Keep the Nest Bank brand in mind to make the interface consistent.
Age-friendly accessibility
As many users were older generations, changes had to be implemented with them in mind.
User Research
User Research
The research was heavily based on in-depth interviews with Nest Bank employees and customers. Feedback from different user groups helped design a more versatile experience.
Research methods
In-depth interviews and testing
Customers were asked about their needs and invited to perform tasks with prototypes.
Back-office insights
Faktoria employees helped connect customer pains with backend process complexity.
Hotjar sessions
User sessions, heatmaps, and surveys helped us understand customer behavior.
Design system
Design system
Design system
The team created a consistent design system from scratch, based on ease of use and scalability.
Main dashboard
Main dashboard
The dashboard provided a detailed overview of important information and brought frequent actions to the forefront.
Keeping track of status
Keeping track of status
The factoring system required monitoring cashflow and ongoing transactions in a clear and concise manner.
Case study gallery
Case study gallery
Case study gallery
Outcome
Muscle memory is an asset the users earned, and destroying it for a cleaner layout is a net loss. Hierarchy and readability improved underneath workflows that stayed where people's hands expected them. The redesign shipped without a retraining program, which was the whole point.