A program for the continuous evolution of digital experiences for individual and business customers.
The challenge was complex: to improve usability for individual and business customers while simultaneously exploring new opportunities and strengthening the bank's perceived value in a highly competitive environment. Our joint effort led to the execution of ten research projects, organized into three tracks, over five months. We delivered strategic, data- and fact-based action items that enabled Santander to continue innovating and offering digital experiences that exceed customer expectations.
The personalization of solutions, based on customer behavior and needs, was a fundamental pillar to create more relevant experiences and strengthen relationships, whether on the website, the app or Internet Banking. The research program was complemented by the holding of three “UX Research from A to Z” training classes for the bank's design, product, and business teams. The initiative increased the maturity of the demand and the application of the insights generated, as well as fostered a culture of customer-centered design.
What we did
Discovery
Discovery
In-depth interviews
SUM usability tests
Concept tests
Heuristic analysis
Content inventory
Complete reports
Executive summaries
"UX Research from A to Z" training
Services
Services
Recruitment
Session streaming
Mirror room
Catering
Results
research tracks
test cycles
interviewees
training classes
"I have known Try for many years and have always considered them a benchmark in research and in creating customer-centric products. We have carried out several projects together, and the results have always been positive and provocative. They truly get involved in the journey and personalize their approaches to best meet our challenges."
— Felipe Accorsi, UX Manager, Santander Brazil
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