ATB has been a part of Alberta for more than 80 years. In the course of its history, the financial institution has evolved. But as technology transforms banking, the pace of change has accelerated in recent years. In collaboration with ATB, we’ve taken on a number of tasks to position the firm at the forefront of a changing industry.
Getting the content right
Over the years, we’ve helped ATB create content across all its channels and business units. One of our earliest jobs was to create a content strategy to ensure ATB was using the right channels to deliver the right messages to the right audiences (internal and external). It was a great gig because it gave us a close look at all aspects of ATB’s operations.
Helping businesses do their banking
Subsequent engagements have seen us draw on and further that knowledge. Most significantly, we helped ATB re-envision its business banking experience. We collaborated with internal teams on primary research, rapid design labs and extensive prototyping that we tested with customers. The result was a host of new features that met the changing needs and expectations of those customers.
We drew on our experience-design expertise to help ATB make decisions about its branches. Site visits and extensive interviews with staff and clients led to a detailed understanding of customer journeys and what makes up an exceptional branch experience. We also created a service blueprint and a portfolio of branch formats to guide ATB’s decision-making.