SNS - Redesign site concept

Mirabeau

In this project, I was part of the team that re-designed the SNS website. Together with the team, I designed a completely new website concept in long-running SCRUM project. The project was split into various business silos that all needed to fit within the overarching concept, but where designed and specified individually. 

As a side project, I also helped redesign the new concept for the Mijn SNS banking environment. During this process, the goal was to create a more user-friendly banking experience that was tailored to actual user needs and tasks. This project is currently still being developed. 

You can view the website here: https://www.snsbank.nl/particulier/home.html

My tasks

  • Creating & detailing the new website concept
  • Leading stakeholder meetings to gather requirements
  • Creating understandable user experience & interaction patterns
  • Designing user flows & technical flows for new and existing services
  • Creating content flows together with the content writers
  • Communicating designs & ideas to the development team
  • Performing various types of user research to verify the design

Design process

As the lead interaction designer on the project, I was in charge of gathering requirements from stakeholders and users and translating these into a clear user experience. I worked in close collaboration with the product owner and business analyst to get the right input and specify the requirements and user stories for the project correctly. To understand stakeholder needs in relation to user needs, I created various experience maps and customer journeys to help stakeholders understand the starting point for the design.

 

Experience map
Experience map customer service

 

Customer journey
Customer journey

 

I also helped structure and detail out the user stories provided by the stakeholders. Together with the product owner we decided on a valid number of user stories to focus on for the first designs.

For each user story, I created UX designs, varying from priority guides to extensive wireframes including technical details. These were meant to help the development team understand the specific interaction patterns, and build upon the components in an agile way. The concept was used as a guideline to make UX and design decisions along the way.

Wireframes service
Wireframes service
User flows
User flows

 

Due to the large content base for the website, I also helped the content team explore new ways to get the story across to the user. I made various content mappings and hierarchies and provided the content team with input.

Content mapping
Content mapping

 

During the project, I also worked in close collaboration with the visual designer and developers to translate the user experience and concept principles into the actual design and working application. I also performed various user tests (formal and informal) to get quick feedback on new paradigms and help iterate on the concept and designs on the go.

Informal user test
Informal user test

The result

During this project we focused on the major business silos Betalen, Hypotheken and Service, and redesigned the home page. The end result was a user-friendly, open and robust new concept that allows users to easily see what SNS stands for, and shows the true face of SNS. We provided SNS with guidelines to implement other silos and components in the future.

Betaal page
First design product page

 

First design service page
First design service page

 

Mobile designs
Mobile designs