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Building A New Banking Centre Experience for People with Non-Visible Disabilities

UX Design Lead
@CIBC

Overview

People with ADHD may face several challenges while banking in person, such as difficulties with an overload of cognitive information, time, and a lack of privacy and organization.

 

Our design aims to address these challenges by providing clients with end-to-end assistance - before, during and after their visit, for various aspects of banking center tasks. 

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This was project that started as a design initiative for CIBC to cater to clients with non-visible disabilities. Our focus was to deliver a solution that is easily accessible.

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Access the prototype here!

 

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Team

Timeline

Tools

1 UX Design Lead (me)
1 UX Designer
2 UX Researchers
1 Project Manager

Sept 2021 - Apr 2022

FIGMA
Miro

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Background & Scope

  • CIBC has identified a gap with regards to accessibility for people with 
 non-visible disabilities in their banking centres

  • Globally, 74% of all people with disabilities have non-visible disabilities, providing the impetus for CIBC to address challenges faced by them

  • The team decided to focus on people with Attention-Deficit/Hyperactivity Disorder (ADHD), due to its prevalence and breadth of symptoms.

Goal

Address the current challenges existing in banking centres for clients with ADHD, through a client-first approach and using inclusive design principles

Design Approach

1) Background Research and Observation

To understand banking center tasks, idenitfy gaps with the current design and hypothesize challenges that clients with ADHD may face:

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Navigation & Queueing

Conversational Interactions

Advisor Appointments

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ATM Interaction

ID/Authentication

2) Client Interviews

To gain visibility into current paint points with banking center tasks from the clients perspective

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User Interviews (MIRO Board)

3) Data Synthesization
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To identify key insights based on client experiences.

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Key Insights

4) Ideation Process

To generate solution alternatives addressing each insight through the use of brainstorming, dot voting and weighted-decision matrix.

Final Prototype

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Reduce cognitive overload by priming clients with what to expect for visits, and easily reference what was discussed. (Step-by-step instructions to prepare for upcoming visits & Access to Meeting Notes After Appointment).

Impact & Future

  • The mobile application provides a universal design that is inclusive to people with ADHD, and those with or without disabilities. Based on participant feedback and usability test performance, the application achieved a score of 86% on the modified version of the Simplified SUS and had a completion rate of 92.3%, surpassing the target goals

  • Findings from research, interviews and the proposed solution can also be utilized and adapted to other industries

  • Next steps for CIBC are outlined in a list of future work, including the development and implementation of the application.

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