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Product Design

BNG Bank

The bank by and for the public sector

A new customer portal that gives BNG Bank's public-sector clients more control, with clear overviews and self-service for their day-to-day banking.

The challenge
How to turn complex, paper-heavy banking processes into a calm, clear portal where municipalities and other public-sector clients can arrange things themselves.
My role
As lead UX/product designer I led the user research, translated the findings into three design principles — relevance, tranquility and overview — and designed the portal's UX and component library, from navigation to icons.

The Strategy

In the preliminary phase, we conducted an extensive user survey. We started with customer first research and found that users needed more control. We translated our findings into three principles: relevance, tranquility and overview.

Relevance
Relevance
Tranquility
Tranquility
Overview
Overview

Based on that, we restructured user groups, streamlined processes and designed more self-service capabilities.

The Design

The principles (relevance, tranquility and overview) are reflected in the solid UX design, with a harmonious coherence between the various components: a limited color palette, clear typography, recognizable signposts and clearly presented information in accessible language. So that you as a user always know where you are and where a certain action leads.

The Result

The new customer portal forms a strong foundation for the future. Both customers and employees experienced added value immediately after going live. The digitized processes increase the service level, reduce the pressure on the organization and lower operational costs. And also contribute to the environmental friendliness of the government bank by using less paper.