Case studies

Grupo Financiero Banorte

Grupo Financiero Banorte offers its present and potential customers a large variety of products and services through a modern Internet portal that covers every division of the financial group, and presents a plethora of information about everything, including supporting applications for this content.

At present, the portal includes a menu that gives users access to the different group divisions, but formerlo, among the abundant options related to banking products and services, financial content lacked an adequate display. Banorte wished to have a more carefully crafted version of these areas, as well as a repurposing of contents to provide a more useful way of communicating with customers.

To attend this issue, we made thorough analyses of the content architecture for two divisions: Banorte Inmuebles and Banorte Banca Patrimonial, with the idea of restructuring their content in a way that emphasized the strengths of each division's offering. In the case of Banca Patrimonial, we also redesigned graphically the website, to make it more consistent with the kind of products and services it offers.

For Banorte Inmuebles' website, we analyzed the services offered to customers and optimized the process a user follows when acquiring a property or asking about the real estate market. We refocused the information structure so users have access to more useful information every step of the way. The changes we applied let users enjoy their visit, browse the site more easily, buy properties and feel more confidence while doing so.

Banorte Banca Patrimonial's website demanded a better match between its value and its image. We conducted interviews, reviewed the information available in its former site and proposed several graphical solutions. We also readapted contents so they matched better the new visual image, and broadly speaking we built a solution that emphasizes the relevance and security of the information the site offers its users.

The new design not only facilitates access to information and offers a nicer user experience, but also brings to light the modernity, stability and quality of the attention Banorte Banca Patrimonial delivers its customers.

A tool to track and evaluate customers

Grupo Financiero Banorte has a wide customers portfolio of clients it needs to track constantly. The institution also needs to reformat the offerings of different product schemes and services. For these purposes, they had an application that allowed them to set up contracts and track customers in an isolated way. However, the business requirement was to track each single step of the products/services contracting process, and to go even further, tracking customers behavior over time to be able to evaluate them and to polish the kind of offers presented to each one.

Once the requirements were specified, we interviewed the different users of the application and then we dissected each process used to contract every single product and service, taking into account the real users behind he process. With the information we got, we did then a content architecture analysis, with the idea of redesigning the information structure to cover each step of the numerous processes implied, and also to improve the usability of the application. Furthermore, we optimized the database model to make sure the queries are faster and completely secure.

As a result, we developed an application that lets users execute the contracting process, track down each step of the process, evaluate the behaviour of each customer, and get detailed reports of every single operation executed within the application.