The Singapore OCBC Bank’s website gives visitors and customers the opportunity to explore the bank’s various offerings.

Design Thinking | Heuristic Evaluation | Attitudinal Method | Survey | Contextual Analysis

The task was to identify pain-point(s) experienced by users with the Bank's website and correct it. After a qualitative survey, it was found that:

The Announcement area on mobile devices was too distracting

Repeated Navigation Links for some features on the desktop version was unnecessary

The Contact Us section was overwhelming on both the mobile and desktop platforms

It was also realized that OCBC’s website is 74% dirtier than the lot of websites on the internet as it does not use sustainable energy according to Cabin.

OCBC offers a range of products and services in the form of Wealth Management, Consumer Loans, Deposit Products and Securities Trading to about three million customers across Singapore, Indonesia, Malaysia and China. In rendering quality service to customers across these four countries, OCBC Bank ranks as one of Singapore’s top three in Consumer Banking, as well as it being a front-runner in Wealth Management and Home Loans.

UX Audit We evaluated the usability and overall user experience of OCBC’s website to know what feature would need improvement and ensure it meets the needs of the users.

User Interview We carried out User Interviews by employing a Qualitative Research Technique. The survey was carried out via an electronic means: Google Forms; and it was strictly targeted at individuals living in Singapore. By doing this, we ensured that we were dealing with the target market of the Bank’s offerings while factoring in regional culture which could influence any number of decisions. From the survey, we were able to gather feedback from users about their respective experiences with the website. After which, we analyzed the data gotten so as to identify usability issues.

Competitive Analysis We compared features on each competitor's website and identified inspirations for Singapore OCBC Bank’s website on mobile and desktop devices. After examination, DBS Group and HSBC Singapore were in close competition with the bank. We concluded on the overall Navigation process to bring a more seamless user experience.

We did not need to draw up from scratch different Information Architecture versions but we concluded on implementing the following solutions in redesigning the Navigation:

Some feedback from user testing are:

Version Two is actually the best for the Announcement

For the actual site, the font size could be smaller

Contact Us... could be a smaller font

Contact Us, Investor... could be organized as two columns to take up less Footer space

Login should be more accessible by putting it at the top (above the search engine)

Footer background could be different

The expansion of tab under login could be vertically displayed because there are too many options and it looks a bit messy

No need for there to be a highlights tab if it is the only thing displayed

Making the Announcement area less distracting for website visitors

Removing unnecessary Navigation Links for an improved user experience

Offering website visitors a mindless experience in having a glance at the Bank’s Contacts

Communication is very essential to the success of a project. I realized that clear communication with my colleague would save a lot in both time and resource(s).