Project Description
Bank of America engaged CSS to improve the user experience for its customers who visit retail branches. They were about to invest millions of dollars in a new training system and asked our team to validate the strategy. CSS performed contextual inquiry research in various areas of the USA to gain a deeper understanding of how branch employees learned and how best to improve their overall performance. This research was then rolled into a new design for branch software and training materials to improve branch staff competency and the overall customer experience for bank customers.