Building on our previous discussion about enhancing customer experience, it’s clear that customer satisfaction isn't just about meeting needs — it's also about exceeding expectations through thoughtful design and continuous improvement. In our earlier article, we explored how one bank revolutionized its Customer Experience by integrating the VOC into their operations. Today, we’re diving deeper into how that same institution tackled a different challenge: the redesign of their existing dashboards to better align with their evolving business needs.
BI technology: a double-edged sword
The rise of BI technology has transformed decision-making processes across industries, particularly in the banking sector. For example, one of Europe’s largest banks had implemented over 40 dashboards in its Customer Relations Department, covering everything from sales to customer communication channels.
However, as is often the case, rapid deployment led to inconsistencies in design, naming conventions, and data presentation. The result? Dashboards that were difficult to use and, ultimately, did not serve their intended purpose.
"We have dashboards, but they don’t work”
These dashboards, developed in-house using a user-friendly BI tool (Tableau), were meant to simplify data analysis. But without a uniform approach, employees were left frustrated, unable to trust the data they were seeing or use it effectively. It became clear that a redesign was necessary — not just a visual refresh, but a comprehensive overhaul of how information was aggregated, stored, and presented.
What is a redesign?
Redesigning dashboards isn't just about making them look better. It’s about rethinking the entire process of how information is used to make decisions. In this case, starting from scratch was not an option due to the high costs. Instead, the bank opted for a redesign that would standardize visualization, enhance BI tool capabilities, and provide a more user-friendly experience.
The pilot project: focus on communication
Our pilot project with the bank focused on improving the way customer communications were tracked and analyzed. At the outset, the existing dashboards were cumbersome and inefficient, requiring users to scroll endlessly and struggle to interpret the data. Working closely with the bank’s managers and experts, we set out to achieve several key goals:
The solution: dashboard restructuring
To create a more effective dashboard, we began with UX research, analyzing how different user groups — product managers, marketing managers, and campaign managers — interacted with the data. The insights gained were then applied to develop a new, versatile layout that catered to the needs of various users.
Our approach was hands-on, involving not only analysts and a Information design architect but also a seasoned BI developer to fully leverage the tool’s capabilities. After prototyping, we worked with the bank’s experts to update the data warehouse, ensuring it could support the revamped dashboards. The final version was tested extensively by users across multiple departments, from Client Relations to Marketing and Finance.
The result: a user-centric dashboard
The redesigned dashboard now allows users to access the information they need quickly and efficiently, without the frustration of navigating through poorly structured data. This improvement echoes the principles we discussed in our previous article on customer experience — by prioritizing user needs and leveraging cutting-edge technology, businesses can significantly enhance their operations.
Looking ahead: what’s next for your business?
The success of this project highlights the importance of not just adopting new technology, but also continuously refining it to meet user needs. If your organization is facing similar challenges, consider how a redesign could help you unlock the full potential of your BI tools. Contact us today to discuss how we can help your business achieve its goals.
