The project INFINITA IB 2.0 has the goal to extend the user experience of customers and prospect customers through the creation of integrated multichannel services available across the various identity of the brand: traditional, mobile & Internet banking, phone banking.
During the project a team composed of AidiLab Srl and Assist Spa has focused on several aspects for the redesign such as:
Our methodology began with a benchmark the major competitors of MPS in Internet Banking. We then assessed the actual use of the service offered by Infinita through focus groups. According to the approach of Participatory Design, we organized a workshop where both customers and bank employees have expressed their views to create innovative services. A first draft of architecture and services redesign has been implemented and tested with users and is still under development.