User Testing - RaboBank Online Banking Application

Rabobank is based in the Netherlands and is one of the world’s largest banks with over 8 million customers. RaboDirect.ie is an online banking service targeted specifically at the Irish market. As a newcomer to the Irish banking sector it was critical that all visitors to the site would have a positive customer experience – in order to build trust and to encourage uptake.

User behaviour differs depending on context and user preferences differ from region to region. It was critical for Rabobank to understand the needs and sensitivities of Irish users in order win new customers.

Rabobank chose Frontend to evaluate and refine the online Customer Experience of RaboDirect.ie. We conducted in-depth user interviews and online evaluations with Irish users. Detailed design changes were specified as part of the feedback and these modifications were implemented prior to the next round of testing. This iterative cycle ensures that the users’ requirements remain central to the final design.