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Description

Operational materials--the procedural guidelines provided to front line employees of Banner Bank--act as a guide to completing complex banking transactions. Being able to successfully navigate these materials and complete the complex transactions are essential to meeting both the client's expectations

Operational materials--the procedural guidelines provided to front line employees of Banner Bank--act as a guide to completing complex banking transactions. Being able to successfully navigate these materials and complete the complex transactions are essential to meeting both the client's expectations and maintaining federal regulations. However, employees have noted a lack of usability with these materials, resulting in confusion and frustration while trying to navigate the operational materials to successfully complete client requests. Employees who try to use these guides commit errors that result in negative client impact, as well as putting the bank at risk for being out of compliance with federal regulations. To analyze and address this situation, I designed a usability test and deployed a survey given to division branch management.

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    Details

    Title
    • Improving Usability of Operational Material for Frontline Employees of Banner Bank
    Contributors
    Date Created
    2018-04-30
    Resource Type
  • Text
  • Note
    • Master's Applied Project

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