Rabobank

RaboDirect

Rabobank is based in the Netherlands and is one of the world’s largest banks with over 8 million customers. RaboDirect.ie is an online banking service targeted specifically at the Irish market. As a newcomer to the Irish market it was critical that first-time visitors to the site would have a positive customer experience – in order to build trust and to encourage uptake.

Frontend conducted in-depth customer research and design analysis, providing Rabobank with strategic advice on how best to present their online banking services.

www.RaboDirect.ie

User behaviour differs depending on context and user preferences differ from region to region. It was critical for Rabobank to understand the needs and sensitivities of Irish users in order win new customers.

Rabobank chose Frontend to evaluate and redefine the online Customer Experience of RaboDirect.ie.  We conducted in-depth user interviews and online evaluations with target users. Critical feedback was gathered concerning how Irish customers would react to the new service and the underlying marketing message.

Frontend created a detailed portrait of the 'Irish Customer' and what they expected from Rabodirect. We also carried out critical task analysis on the site to ensure optimum performance. Several fundamental design changes were specified to the marketing and development teams and implemented on the site prior to launch.

Services provided include:

• User interviews
• Task-based evaluations
• Design recommendations
• On-going customer experience consulting