As one of the biggest player in the CEE region, OTP Bank’s key interest is to give their 13+ million customers an interface, where all the product and process related information is easily accessible and easy to understand.
The previous website’s structure was hard to follow, and the technical and legal wordings steered less savvy customers away - a major blocker for conversions and leads. The common mistrust towards the sector was amplified by these factors too.
The research team used 15 different methodologies to identify issues and deliver a better user experience. Content and wording was radically simplified by specialists, while website processes were E2E redesigned.
The new site roll-out soon showed major improvements in reachability metrics and lead generation KPIs.
Senior Business Development Project Lead, Retail, OTP Bank
According to a recent test amongst 9 Hungarian banks, information about single and recurring costs of bank card usage is the easiest to find and understand on OTP Bank’s website - as found by the Association of Conscious Consumers (ACC), Hungary's main NPO that supports and strengthens sustainable consumption.
months from idea to production as part of a major app redesign project
million users today completing their journey along this timeline
new opportunities identified to deliver relevant offers to customers