The project benefited from a client willing to allocate a budget for extensive user research, analysis, and iteration. This, combined with good access to users and customer-facing personnel (such as call center staff and local branches), enabled the gathering of significant quality insights. The primary methods utilised included:
 

• User Interviews: Customers were invited for face-to-face discussions regarding the strengths and weaknesses of the existing internet banking system.
   

• User Testing: Customers were observed using detailed prototypes that addressed specific aspects of the application.
   

• Customer Care Interviews: These were organized to explore the primary areas of complaints reported through the call centers, providing valuable user feedback.
   

• Storyboarding: Sessions were conducted to gain a deeper understanding of the actions and functionalities required to complete specific tasks.
   

• Card Sorting: Exercises were carried out with both customers and the client to establish a commonly understood information architecture.
   

• Personas: Company-wide personas were referenced and adhered to throughout the project.
   

• Diary Studies: Week-long studies were implemented to gain insights into customers' expense tracking habits.