Simplified navigation in Business Banking

Largest Danish Bank and Major Retail Bank in the northern EU region

Founded in 1871, Headquartered in Copenhagen, Denmark. Employs 22,000 people currently.

5 Million Retail Customers, 35% Corporate market Share in the Nordics

A market leader across the Nordics, serving millions of personal customers alongside a substantial corporate and institutional client base.

District is the Bank's flagship B2B web platform

District is the digital banking platform corporate and business clients use to manage payments, accounts, cards and day-to-day finances in one place.

I as a user...

Have a hard time navigating District and finding what I'm looking for.

I as a user...

Feel like that using District is an overwhelming experience with all the available options.

I as a user...

Want to measure, validate and fix problems around District's navigation.

Analyzing time spent per workspace

To identify the most important use cases for our users we've explored the time spent per workspace metric. This gave us a clear picture of the heavy traffic some areas see.

Surveying user satisfaction

We have an automated survey in place that is sent out each month. The survey provides qualitative and quantitative insights.

Tracking user paths

We've explored how different user segments navigate District with the help of Adobe Analytics, observing what are the common navigation pathways and how our IA matches that.

Customer Support Reports

We've worked together with the Customer Support Organization to continuously collect and analyze feedback given by users. Visited the CS center and listened in on customer calls in relation to district.

1:1 Usability Tests

Conducted one on one usability tests in two rounds. Round one was conducted in-house and round two outsourced to an agency. Identified important usability flaws in the concept we've addressed afterwards.

Only a handful of workspaces receive 90% of the global traffic daily.

It's clear that much of the workspace traffic is centered around payments, accounts, the dashboard and files. District's current navigation doesn't make it easy for the users to find these workspaces, especially if many modules are enabled on the user's account.

High impact outlier workspaces that don't fit this paradigm shouldn't be overlooked.

Some workspaces like markets and trading receive much less traffic than accounts for example when looking across all workspaces, this is because they are not part of District's base tier. While we want to make navigation easier for the majority of our users, we also don't want to make changes that will negatively affect high impact users.

Instead of the navigation opening and closing on hover, we made it so the navigation now stays open at all times

This helps our users navigate and reduces the cognitive load they have to process when looking through navigation options.

Developed a new feature that lets users pin favorite actions and workspaces

We have enabled our users to pin actions and workspaces directly to their navigation, creating shortcuts to their most needed functions.

Reorganized and highlighted most frequent navigation elements

We have grouped the workspaces that see the most frequent use at the top of the navigation. Additionally, we emphasized them by using supporting icons.

Removed 80% of icons from workspace the navigation and replaced the remaining with simpler, less confusing icons

Our previous icon set was really complicated and had issues with readability when viewing from the distance. We've replaced the icons with a new, simpler set.

Expanded workspace navigation

The flexible secondary navigation is fully customizable. Workspace developers can choose to add groups and additional drop downs to the view.

Global actions grouped in the top right corner

The primary top navigation is now home to the platform functions, where users can access their account details, billing, logout and more

Create actions

Dropdown displays actions across workspaces, breaking down organizational silos we have created