The aim of this project was to make it easier for people to use help and support content on Nationwide's website.
Key measurements for success included reducing call volumes to Nationwide for self-service failure of tasks such as logging into online banking.
All design and content work was tested for usability in moderated lab sessions and MVT was used to measure it from a quantitative perspective.
- Moderated Usability Testing
- User Experience Design
- Rapid Prototyping (Sketch/InVision)
- User Journey Mapping
- User Research